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


In The Era Of Shutdowns, Federal Agencies Can Reinvent Citizen (And Employee) Experience

Shutdowns are the new normal. Federal agencies must be ready to deliver their mission in these tough circumstances. A constituent-centric operating model can preserve citizens’ trust and compliance even when resources are strained. Read the steps for getting started.

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Gen Z: Our Window Into The Future Of Feedback

Gen Z find surveys annoying. But they’ll give feedback if the circumstances are right. Here are three factors that can improve the feedback experience for Gen Z.

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Is DTC The Future Of B2C?

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