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Drive Revenue With Customer Experience

A laser focus on customer experience (CX) is the best path to business success. It requires adapting to a customer-led market and creating an engine to sense and respond to the nonstop changes in customer sensibilities, behaviors, and expectations. This is not altruism but an economic engine of growth. Forrester has the most complete CX capability in the market to help you translate the CX discipline into business results.

CX Management

Customer experience management is not easy — building the program, acquiring and honing talent, establishing a credible enterprise governance structure, and asserting financial expectations are piece parts of a complex structure that is often in place to change the very nature and performance of your company. Getting it wrong destroys trust and results — getting it right is fuel.

CX-Led Change

Customer experience is an internal disruptor, driving sometimes deep-rooted operational and organizational change to enable firms to compete on the basis of experience. The opposite is also true: If your CX team is unable to address internal silos that fracture journeys and frustrate customers, CX may fail in its basic role of creating differentiated experiences that serve as an engine of growth.

CX Measurement

Customer experience measurement is an operational game. It should be surgical, telling you exactly where and how to invest to create value for customers and grow revenue. Winning the game depends on translating measurement into precise action and persistent results.

CX Performance

Customer experience is charged with creating a clear link between the experiences customers enjoy and the growth your firm realizes. It has not yet met that potential. And it is no small task. CX teams need to anticipate customer behaviors and expectations, select those experiences that matter most to customers and growth, and design experiences that drive affinity in an unforgiving, sometimes volatile market.

Customer Experience Insights

Podcast

We’re At The Employee-Experience Strategy Inflection Point

The coronavirus pandemic has accelerated the arrival of the future of work. To succeed amid the rapid change, enterprises must build a strong employee experience, says Principal Analyst David Johnson. Learn more on this episode of What It Means.
Listen Now
Blog

Do You Know Your New Customer Journeys?

New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey.
Read More

Competing For Today’s Values-Based Consumers

Understand what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging.

Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Our Customer Experience Team

Andrew Hogan

Principal Analyst

Joana van den Brink-Quintanilha

VP, Principal Analyst

Maxie Schmidt

Principal Analyst

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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