customer experience
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
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Insights
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Prédictions 2025
Chaque année, depuis maintenant une vingtaine d’année, je partage une synthèse des prévisions que Forrester anticipe pour l’année qui vient. Début 2024, j’avais partagé une dizaine de prévisions ici sur ce même blog et ma collègue Sharyn Leaver – Chief Research Officer @Forrester – a analysé la pertinence de nos prévisions en revenant de manière […]
Blog
Build The Right Chatbot Business Case
Most companies make the wrong business case for their chatbot. Here’s how to make the right one.
Blog
Capitalize On A CRM Strategy That Leverages Top Emerging Technologies
Close to 70% of organizations plan to increase their CRM investments over the next year. Learn more about the the impact emerging technologies are having on CRM performance and adoption across three benefit horizons.
Blog
The Automation Paradox Strikes Again: Lessons From Woolworths “Amazon Era” Productivity Play
Recent worker strikes at Woolworths’ distribution centers in Australia have reignited concerns over the use of AI-powered productivity systems in the workplace.
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Is Your Bank Ready For What’s Next In Mobile?
Our newly published research into people’s mobile banking needs, expectations, and behaviors surfaced 10 emerging must-have features and 10 emerging differentiators in mobile banking experiences.
Blog
Customer Marketers: Be Ambitious But Not Careless
A whopping 86% of customer marketers say their team has too many competing priorities. Get three tips on how to prioritize without creating unnecessary friction with other functions.
Blog
CX Isn’t A “Project”: Lessons from Forrester’s 2024 Customer Obsession Awards EMEA
Projects end, but placing customers at the center of your business' strategy, operations, and leadership requires continuous commitment. The winners of this year's Customer Obsession Awards for EMEA provide some valuable takeaways.
Jan. 16: B2C Marketing & CX Predictions Webinar
Join our analysts for a live webinar to explore the impact of our 2025 predictions on your B2C marketing and CX strategy — from customer growth and privacy to loyalty and tech stacks.
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School’s In Session — Five Lessons Learned From The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024
Get the five key lessons learned about customer experience strategy consulting services in this preview of our new Wave report.
Blog
How To Reconcile Your Key CX Metrics: rNPS vs. tNPS
Are you prepared to explain to your leaders and business partners why the organization’s relationship metric is lower than transactional NPS scores? Get insight on how to communicate the value of each in this blog.
Blog
Choose A Cross-Channel Marketing Hub That Amplifies Your Customer Obsession Strategy
An effective cross-channel marketing hub (CCMH) can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for next-gen customer engagement based on compelling, contextually relevant experiences. Forrester defines a CCMH as: Enterprise marketing technology that supports customer data management, […]
Blog
It’s Not You, It’s Me — And Other Findings From The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024
At the risk of dating myself, I’m a proud member of Gen X. So, perhaps I can be forgiven for channeling Jerry Maguire and George Constanza when I think about the key takeaways from the latest Forrester Wave™ evaluation of customer feedback management (CFM) solutions. My conversations with the customer references for the nine vendors […]
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Bring The Voice Of People With Disabilities Into Your VoC Program
Most organizations lack one of the most critical elements of an accessibility program: direct feedback from people with disabilities. If you’re leading accessibility work, learn the benefits of collaborating with with your organization’s voice-of-the-customer (VoC) team.
How Will 2025 B2C Trends Shape Your Strategy?
Prepare for the future with our 2025 predictions for B2C marketing and CX leaders. Learn how to refine your strategies for AI, tech stacks, loyalty programs, frontline agents, TikTok, and more.
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Better Your Brand Measurement With These Best-In-Class Providers
If you’re looking to implement a new program or fine-tune your existing brand measurement, we have both bad news and good news for you. Learn what it is and how Forrester's new landscape can help.
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Fueling The Consumer’s Healthcare Journey — Focusing On Ease And Individualized Care Will Accelerate Trust
Opaque experiences and complex jargon have eroded consumer confidence and incentivized some to leave brands behind. Consumers will choose healthcare organizations that emphasize their needs and that increasingly gather and rely on their feedback to deliver value.
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What The US Election Results Mean For Consumer Spending
With a new administration set to take office in the US in 2025, a different set of economic and trade policies will come into play. Find out how that could impact consumer spending in the next four years.
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Retailers: Boost User Confidence This Holiday Season
This holiday season, increase your customers’ confidence in your digital experiences with four best practices.
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Fujitsu’s CX Transformation: A Blueprint For B2B Success
A few years ago, global B2B technology and services company Fujitsu’s European division decided it was time to double down on CX as a strategic imperative. Learn how Fujitsu did it and what the results were in this post.
Revive Your CX Outcomes With Strategic 2025 Budget Planning
Watch our 2025 budget planning webinar to learn where to prioritize your budget allocations to reverse CX declines and bolster core competencies.
Blog
ZERO-IN 2024 Aims To Elevate Customer Success
Last week, I attended the fourth annual ChurnZero conference, ZERO-IN (formerly Big RYG), in Washington, DC, and the energy and inspiration are still resonating.
Webinar
Predictions 2025 Webinar: B2C Marketing & Customer Experience
Get ahead of the 2025 shifts in B2C marketing and customer experience trends. Explore our predictions for customer and brand loyalty, genAI, privacy, tech stacks, and more.
Blog
Predictions 2025: CX Fortune Will Favor The Bold
2025 will be another year of CX mediocrity — unless you’re ready to kick things into high gear. Learn about the challenges (and opportunities) awaiting CX leaders in the coming year.
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