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

PODCAST

Human-Centric UX Design

Design is in a state of misalignment with customer needs. Principal Analysts Gina Bhawalkar and Andrew Hogan discuss the benefits of inclusive and ethical design in an age of digital manipulation.
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The "Be Here Now" Phone: A Conversation With Light CEO Kaiwei Tang

Does time spent on your smartphone sometimes feel like it’s pulling you away from real life? And is the pull hard to resist? There’s a reason it feels that way.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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