Martin Gill

Following his recent appearance on stage at Forrester’s CX Summit EMEA, Keith Fletcher, international customer experience manager at E.ON, answers more audience questions on using customer journeys to fuel sustainable growth.

Last week, we wrapped up CX Summit EMEA 2024. Firstly, I have to say a massive thanks to everyone who attended, both in person and virtually, as well as to the team behind the scenes that worked tirelessly to put on a great show. It takes a village of people who you see on stage […]

Recent surveys about UK consumer attitudes towards AI and generative AI show one sentiment: cautious skepticism. Get three key takeaways from our most recent data in this preview of our upcoming session at CX Summit EMEA.

Generative KI bietet risikobewussten CX-Führungskräften eine enorme Chance, das Kundenerlebnis zu verbessern und Arbeitsabläufe zu optimieren.

If there’s one question almost every Forrester customer experience (CX) client asks us, it’s “how do I prove the value of my CX program?” Well, perhaps I can help. Enter the Forrester Customer Obsession Awards. We want to recognize organizations that put their customers at the heart of their strategy, leadership, and operations and demonstrate […]

Every year, we at Forrester put our heads together and look at the trends that we’re seeing, what our data and forecasts are telling us, what we are hearing in inquiries and interviews, and then gaze into the metaphorical crystal ball to try to offer some advice on what to expect in the coming year. […]

The 2024 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

AI can unleash magic, but it’s not inherently as magical as some of the hype would have you believe.

[This blog was written by Jana Gül.] Swedish banking brands offer the worst customer experiences in Europe and score below the European average. Even though Swedish customers rated their banks’ performance as lamentably low, there are opportunities to improve on customer experience (CX) and drive loyalty. Forrester’s Customer Experience Index (CX Index™) measures how well […]

UK banking brands offer some of the best customer experiences in Europe. The competitive market, with multiple challengers and fintech startups, means that both traditional and mutual brands are forced to go the extra mile to deliver for their customers. Only one UK banking brand scored below the average in Europe this year in our […]

Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.

Take the initiative and use targeted innovation as the answer to tough times. Learn more at our event, CX EMEA 2023.

2023 will be a year of reckoning for European customer experience teams. Some will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

Découvrez les tendances et enjeux identifiés par nos experts sur le secteur de l'expérience client en 2023.

2023 müssen sich europäische CX-Teams beweisen. Einige werden ihren Vorteil gegenüber Konkurrenten ausbauen, während andere Teams sich auflösen werden.

What is your ambition for your customer experience team for the next decade? Pick your CX team archetype. Learn more in this post.

Les entreprises européennes n’investissent pas assez dans l’expérience client, car elles considèrent que son amélioration ne mérite pas la priorité que lui accordent leurs homologues globaux. C’est une erreur.