Rich Saunders

Over the past two weeks, we attended back-to-back CX events: first, Qualtrics’ X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both Leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprisewide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities in […]

Integrating advanced quantitative analytics into their strategy can help CX pros with their two biggest challenges: improving experiences and demonstrating the business value of CX. Two new reports provide advice for doing this.

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

If you're considering sharing your CX performance during an earnings calls, here's how to do it right.

CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.