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.

Insights

BLOG

How To Pick The Right Partners To Accelerate True Digital Transformation

Nigel Fenwick 2 days ago
Let’s face it, digital transformation efforts frequently overpromise and underdeliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative. Upgrading digital experiences and creating new mobile apps delivers a level of differentiation that is short-lived. At the speed of digital business, competitors quickly match or exceed your efforts. Many digital […]
Read More
BLOG

A Recession Looms — How Will You Keep Experience In Focus?

Ian Jacobs 3 days ago
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […]
Read More

Real-Time CX

It’s a reality. Discover the new FeedbackNow.

BLOG

Jump From Burning Platform To CX Transformation

Angelina Gennis 5 days ago
In academia, we called it “publish or perish.” In marketing, we called it #StayRelevant. And in business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff. Sounds dire, but that’s the picture you need to paint as a […]
Read More
BLOG

How To Incorporate AI Into Your 2020 Healthcare Strategy

Jeff Becker 5 days ago
With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows that more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months. To no surprise, AI has been a leading area of interest and inquiry among healthcare […]
Read More
BLOG

FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski 6 days ago
Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth Fashion subscription company Le Tote agreed to acquire the storied (if tired) department store Lord + Taylor. We have several questions. For starters, the price. Le Tote, a popular yet relatively nascent rental company, has raised $62.5 million in venture capital […]
Read More
BLOG

The Power Of “Now” CX

George Colony 6 days ago
The value of real-time CX: differentiation, growth, and better retention. Learn more about the next frontier of CX and why Forrester developed FeedbackNow 2.0.
Read More
BLOG

Bake Your Values Into Your Design System — Takeaways From Clarity 2019

Gina Bhawalkar September 6, 2019
Having a design system is now table stakes for companies that want to scale design; drive a consistent, seamless customer experience; manage design debt and technical debt; and free up designer time to solve new challenges — not reinvent the wheel. But can a design system also ensure that the experiences you create are inclusive? […]
Read More

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

VIDEO

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Peter Wannemacher September 6, 2019
Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)! In it, Oliwia Berdak and […]
Watch Now
BLOG

The Impact Of Learning On Your CX Transformation

Erin Streeter September 5, 2019
Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.
Read More
BLOG

The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

Riccardo Pasto September 2, 2019
The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.
Read More
BLOG

Will CEOs Honor Their Pledge? Here Are Five Ways Corporations Could Keep Their Commitments

Samuel Stern August 30, 2019
Leaders of the largest U.S. companies have vowed to redefine the role of business in society. Putting the words into action will require taking a long, hard look at current practices and planning meaningful but difficult steps.
Read More
PODCAST

The Future Of CX: Real Time, Ethics, And AI

What It Means August 29, 2019
Customer experience (CX) organizations will revamp their skills and strategies in response to new business dynamics and transformative technologies. Dive in to the future of CX on this week’s What It Means with VPs and Principal Analysts Rick Parrish and Joana van den Brink-Quintanilha.
Listen Now

Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

BLOG

Digitally Evolving Customer Mindsets Will Reshape India’s Financial Services Landscape

Arnav Gupta August 22, 2019
Read four findings from a recent survey of 3,000 online adults in India.
Read More
BLOG

Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.
Read More
BLOG

CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

TJ Keitt August 19, 2019
You can’t create a good experience if you don’t understand how the customer describes success.
Read More
BLOG

Introducing Autonomous Finance: Forrester’s New Research On Algorithm-Based Financial Services

Peter Wannemacher August 15, 2019
Weigh in on the future of autonomous financial services.
Read More
BLOG

Data Science And Design Collide — There’s A Better Way

Andrew Hogan August 13, 2019
Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies. The resulting debate reflected the state of the relationship between data science and design: They’re not on the same page. One participant even deleted one of his tweets, overwhelmed by the volume and combative tone of the feedback. […]
Read More

The Case For Strategic Learning

Empower human capital in a market defined by disruption.

BLOG

CX SF 2019: Dark Patterns Hurt Customers And The Companies That Use Them — When The Dark Side Calls, How Will You Answer?

Andrew Hogan August 12, 2019
Dark patterns are designs that manipulate customers against their own interests — and ultimately hurt the companies that use them, too.
Read More
BLOG

CX SF 2019: Are You Designing For Everyone In Your Target Market?

Gina Bhawalkar August 5, 2019
When we design for the “average” person, we design for no one. One of my favorite books, The End of Average, opens with the story of how, during World War II, the US Air Force faced a high death rate — pilots were unable to control their planes, which led to crashes, often fatal. The […]
Read More
BLOG

Navigate Our Top 25 Reports On Journey Maps

Angelina Gennis August 5, 2019
Journey mapping has become an ubiquitous tool for CX. As a concept for initially understanding your customer experience, it can seem approachable enough, but for improving CX, the practice is dynamic and ever-evolving. Forrester experts in journey mapping have written over 50 reports, and counting, to help CX pros at any stage determine a path […]
Read More
More posts