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


CX SF 2019: Do You Understand Your Customers’ Reality?

Customers’ perceptions arise when they assign meaning to stimuli — like the color of a button in an app. The meaning that customers assign depends largely on their context. Learn what this means for CX pros.
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Planes, Fuel, Seats, Bags, Meals, And Airline Profit — But What About CX?

How airlines can connect the CX story to the money story.
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Oct 17–18 • San Francisco Marriott Marquis

Win the high-stakes game of experience design.

Register now for CX SF 2019, two days of practical XD best practices.

US CX Index 2019: Small Gains, Big Opportunities

Dive into the important trends — at the industry and brand level — that emerged from this year’s CX Index.

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