customer experience

Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.

Discover how Forrester supports customer experience leaders.

Insights

Podcast

Managing Well In A Hybrid-Work World

What It Means 1 day ago
Hybrid work is now the norm for many office jobs, but management styles haven’t quite caught up, says Senior Analyst Angelina Gennis. On this week’s podcast episode, she explains what it means to manage well in a post-pandemic work world. 
Blog

Many Surveys, Small Impact: Forrester’s 2023 State Of VoC And CX Measurement Practices Survey

Colleen Fazio 2 days ago
Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Join us for a LIVE webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

Blog

Payment Methods Don’t Matter — Payment Experiences Do

Lily Varon 3 days ago
Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.
Blog

European Consumers Challenge Popular Stereotypes About Greenness

Thomas Husson 4 days ago
While Europe’s green segments may look homogeneous, consumers’ behaviors and attitudes vary by region and age. Learn how the latest data has countered some common stereotypes about green consumers in Europe.
Blog

Discover The Future Of Boundless Experiences At CX Summit North America 2024

Rick Parrish 4 days ago
Join us in Nashville in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.
Blog

Don’t Let Customer Journeys Be Misunderstood

Joana de Quintanilha March 7, 2024
Learn why conflating customer journeys with lifecycles, processes, or campaigns prevents your organization from understanding the customer perspective, degrades your customers’ experiences, and erodes your organization’s success.
Blog

Environnement & comportements d’achat des consommateurs français

Thomas Husson March 7, 2024
Bien qu’ils accordent rarement la priorité à l’environnement dans leurs habitudes d’achat, les consommateurs français sont de plus en plus soucieux des enjeux écologiques. Pour suivre le mouvement, les distributeurs et les marques françaises doivent prendre au sérieux leur engagement en matière d’environnement et la façon dont ils le démontrent à leurs clients. Forrester vient […]
Blog

Customer Success Platform Consolidation Reflects Market Dynamism

Shari Srebnick February 28, 2024
Customer success platform vendors Totango and Catalyst have announced plans to merge. Is this the start of an acquisition trend in the space? Find out more in this analysis.
Webinar

Simple Tool, Big Impact: Winning Support For CX Initiatives

Join us on March 26 to learn how to use Forrester’s CX Business Case On A Page template to structure and manage a persuasive case to gain support for your CX initiatives — complete with a template walkthrough.  
Blog

50/50: Gratuity Has Reached A Tipping Point

Dipanjan Chatterjee February 22, 2024
Tipping fatigue is growing as automatic prompts on digital points of sale proliferate. Find out the consumer sentiment on this hot topic.
Blog

Stormy Seas Ahead: Top Trends On The Horizon For Healthcare In 2024

Arielle Trzcinski February 21, 2024
Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. Learn how how HCOs can weather the storm and overcome these challenges.
Blog

Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management

Rusty Warner February 16, 2024
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]

Shine A Spotlight On CX Value

The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.

Blog

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

Customer- Versus Business-Focused Mapping Tools: Cut Through The Confusion And Connect The Dots

Michelle Beeson February 7, 2024
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms, customer obsession) and aligning business outcomes with customer outcomes. The foundation of CX […]
Blog

Health Plans: Unlock Success In Member Engagement

Shannon Germain Farraher February 6, 2024
Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.
Blog

Marketers Must Embrace AI To Maximize B2B Event Success

Conrad Mills February 2, 2024
Current adoption of AI for B2B events is low, but there is enormous untapped potential.
Blog

A New Year’s Resolution For HCOs In 2024: Take Stock Of Your Digital Transformation Efforts

Arielle Trzcinski January 29, 2024
Learn six categories healthcare organizations can use to assess the maturity of their digital transformation efforts and identify areas for improvement in 2024.

CX Summit Is Coming To A City Near You!

Elevate your CX strategy and skills at Forrester’s CX Summits. Meet analysts to gain insights, research, and frameworks for exceptional customer outcomes — and create boundless experiences with genAI.

Blog

What To Do Next About Your Customer Advocacy Platform

Amy Bills January 23, 2024
Where does the late December acquisition of customer advocacy and community platform Influitive leave current customers? Here we provide a plan for moving forward.
Blog

Invisible Experiences: A Playbook/Toolkit To Help You “Put A Dog On The Moon”

Julie Ask January 22, 2024
Forrester believes that future consumer digital experiences will be simultaneously more invisible and immersive. Consumers will seek experiences with less friction when they are task-oriented or need peace of mind. Some of these experiences will have so little friction that there is no friction. Forrester refers to the ultimate in convenient experiences as an invisible […]
Blog

2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022

Pete Jacques January 17, 2024
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
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