Customer Experience
Leaders

Drive Alignment And Growth

As a customer experience (CX) leader, you rally your organization around customer needs. You dismantle old ways of working and build new ones. You experiment boldly and act with vision. You do it all while fighting an uphill battle to secure buy-in, budget, and alignment.

Achieve Your Priorities

Every CX leader is in a unique position, responding to customers, processes, and touchpoints particular to the business. No matter where your organization is along its customer experience journey, get to your destination faster, and achieve your priorities in:

  • Establish, fund & scale the CX function
  • Collect & analyze data for customer insights
  • Embed voice of customer into the business
  • Design experiences that drive loyalty
  • Enable CX with technology
  • Measure CX and prove ROI

How We Help Drive Business Results

Recognized as the global leader in CX research, Forrester provides rich insights, strategic frameworks, and hands-on guidance that empower leaders and teams to convert their CX vision into programs that adapt with changing demands and demonstrate real business results.

Lay the foundation for continuous CX transformation.

Build a strategy, and implement proven models that adapt and grow with the needs of your business and market.

Prove the value of CX initiatives.

Quantify the outcomes of your initiatives through a proprietary algorithm for modeling the financial impact of CX investments.

Build a culture of CX across the enterprise.

Build CX capacity and mindset across the ecosystem through training and certification.

Leading-Edge Insights, Guidance, And Tools

Forrester Research

Research backed by deep insights aligned to CX leader priorities and hands-on guidance from industry-leading CX analysts.

  • CX Measurement Engagements

    Hands-on guidance from our consultants to help you create a clear vision for the future of CX measurement that links CX gains directly to business goals, with strategy and operating models tailored to your unique needs.

  • CX Certification

    An all-online microlearning program that combines Forrester research, analyst insights, and hands-on activities to align your team and validate their expertise.

  • Customer Experience Index (CX Index™)

    Rich data, analysis, and trusted guidance to help you understand the quality of CX you provide and how it impacts growth as compared to your competitors.

  • CX Forums

    Forrester's CX Forums are the leading annual events for CX leaders and their teams, with new research, content from industry innovators, and peer networking. 

Research Spotlight

Discover The Virtuous Cycle Of CX Management

There are six key areas of CX management that interlock to form a virtuous cycle of improved customer loyalty and business outcomes:

  1. Research. Understand your customers in depth, and communicate that understanding to employees and partners.
  2. Prioritization. Focus on what’s most important for your customers’ experience and your business’s success.
  3. Design. Define and refine experiences based on your vision and customer understanding.
  4. Enablement. Provide employees and partners with the resources they need to deliver the right experiences.
  5. Measurement. Quantify the quality of experiences and their link to the organization’s overall metrics.
  6. Culture. Create a system of shared values and behaviors that focuses employees on delivering great customer experiences.
Blog

Update Your Understanding Of Emotion (Hint: It’s Not Just Feelings)

Jim Nail 5 days ago
2020 was an emotional rollercoaster. A global pandemic, economic upheaval, social unrest, and a contentious election have all left consumers reeling. Marketers know that emotion is the biggest driver of purchase decisions and naturally attempt to tap into these turbulent consumer emotions. But those attempts can fall flat (see: this mash-up of pandemic advertisements that […]
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Predictions 2021 Online Event

Dive deep into the dynamics that will generate obstacles and opportunities in 2021.

Blog

CX Leaders: Vendor Consolidation Continues With Two Smart Acquisitions

Faith Adams January 6, 2021
In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — […]
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Blog

Consumers Ride A Rising Tide Of Consumer Energy Into 2021

Anjali Lai December 22, 2020
Consumer energy is rising again. The latest pulse reveals that, over the course of the past three months, overall consumer energy has moved from 39 up to 43, and consumer energy has grown along every key emotional dimension.
Read More

Meet Forrester’s CX Team

Predictions 2021: Accelerating Out Of The Crisis

Predictions 2021The business landscape has fundamentally shifted. Success in 2021 will depend on firms’ willingness and ability to harness disruption and drive meaningful change. Read our Predictions Guide to learn how to meet the moment and thrive.

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