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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 CX Professionals

Blog

Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely

According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
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Blog

Why CX Prioritization Matters And How To Get Started

A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.
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How Does Your Brand’s CX Stack Up?

Is your brand top of the pack or falling behind? Discover how your customers rated your brand's experiences in the 2020 CX Index™ results.

The US CX Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.

Capturing The ROI Of CX

Capturing The ROI Of CX

Customer experience makes financial sense. A 1-point increase in CX Index™ score can equal up to $1,000,000 in additional incremental revenue.

 

The trick is making a persuasive, stakeholder-ready business case. We’ve made it easier. Download our complimentary step-by-step guide to building a financial case for CX. It includes a customizable CX ROI calculator.

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Learn more about the ROI of CX and CX measurement in a complimentary webinar hosted by Principal Analyst Maxie Schmidt-Subramanian.

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