With 10 years of experience building and leading customer experience (CX) teams in $1B+ organizations, Katy serves as a valued thought partner and coconspirator for chief experience officers (CXOs) and CX leaders. Her strategic approach to CX focuses on unlocking growth through customer obsession and driving enterprise alignment through journey-centricity, actionable customer insight, and scalable CX operating models.
This report provides CX leaders with data-driven guidance on where to increase, decrease, or experiment with their budgets for 2025.
To establish a CX discipline despite limited resources, Delta Dental of Virginia focused on internal alignment to build essential CX capabilities.
Learn how Prudential Financial used five pillars of people-led CX transformation to deliver industry-leading customer and client experiences.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.