Customer Experience

Great customer experience is powerful — a growth engine for acquiring new customers and making advocates out of the ones you already have. But few companies are able make that claim.

CX has proven to be hard: customers demand more, organizational inertia creates headwinds, and unclear prioritization of the experiences that produce the greatest economic impact has suppressed available gains.

Companies will win or lose based on experience, and CX is still the vital point of differentiation and growth. Forrester helps CX professionals revitalize their customer experience strategy and initiatives — winning the hearts, minds, and advocacy of customers and driving sustained growth.

Insights For Customer Experience Professionals

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Future Healthcare Success Is Rooted In Exceptional CX

Healthcare organizations have much to gain from superior CX, including reduced costs and happier members. Read a seven-point plan for a successful HCO CX program.
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PODCAST

Why Every Firm Needs A Values Strategy

On this episode of What It Means, Principal Analyst Rick Parrish lays out the case for why brands must craft a thoughtful values strategy — and why shouting values from the rooftops may not be right for your brand.
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Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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