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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Siloed CX Metrics Are Holding You Back — Take Action At CX Summit EMEA

Martin Gill 9 hours ago
Too many companies invest in CX to improve what their customers say about their experiences, rather than to actually improve those experiences. At CX Summit EMEA 2025, learn how to create better, more meaningful experiences that foster loyalty and growth.
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Health Insurers: Poor Communication Harms Your Customer Experience

Senem Guler Biyikli 2 days ago
Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]

CX Summit “Super Early-Bird Savings” End March 10!

Gain the confidence to redefine your customers' total experience at CX Summit North America with keynotes, expert sessions, and workshops. Register by March 10 to save $1,100!

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It’s 2025, And The Consumer Is Hurting

Dipanjan Chatterjee 3 days ago
For those of us in the US who track the economy and its implications for consumers and the brands that sell to them, it’s been a head-spinning couple of months. Policies have been coming at us fast and furious as a new administration looks to stamp its mark on the economy. Of course, the US […]
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Four Tactics To Manage Through Change

Katy Cobian 3 days ago
An unwritten truth in large organizations is that the only constant is change. But as the US’s largest employer faces widespread transformation, even the most seasoned leaders may find that their usual leadership playbooks no longer apply. As a small resource for those leading teams during this time of big uncertainty, I’ve rounded up Forrester’s […]
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The State Of Trust In US Health Insurers Is Fragile

Arielle Trzcinski February 21, 2025
Just 56% of consumers trust their health insurer to act in their best interest, putting trust in US health insurers at a three-year low during a watershed moment for the industry. Insurers that create value for customers and earn their trust reap considerable benefits.
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The New iPhone 16e: A Small Step For The iPhone, A Giant Leap For Apple

Dipanjan Chatterjee February 19, 2025
In what was billed as a surprise announcement, Apple today introduced the newest member of the Apple family: the iPhone 16e.
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How Advanced Analytics Can Transform Your CX Practice

Rich Saunders February 14, 2025
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.
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Is Your Postsale CS Strategy Setting Customers Up To Succeed?

Laura Ramos February 13, 2025
Every time you turn around, it looks like someone is taking a shot at customer success (CS). Whether at last year’s SaaStr or elsewhere, more voices have been calling for new approaches to CS — ones that transform CS from cost center to tool for growth. While it’s still early to plan a funeral, CS […]
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The Total Experience Awaits At Forrester’s CX Summit 2025

Rick Parrish February 11, 2025
Imagine a future where bold brand strategies seamlessly blend with real-world journeys to captivate and delight customers. Explore the tools to create that future at CX Summit North America, the premier gathering of CX, marketing, and digital professionals.
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Tariffs, Your Customer, And Your Brand: A Common-Sense Guide

Dipanjan Chatterjee February 10, 2025
A tariff is simply a tax — when one country imposes a tariff on another (as the US has done with China and is threatening to do with Canada and Mexico), then products imported from those countries are subject to a tax.
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The Artificial Intelligence Action Summit In France: Maintaining The Dialogue On Global AI Regulation

Thomas Husson February 5, 2025
After the two previous summits hosted at Bletchley Park in the UK (November 2023) and in Seoul, South Korea (May 2024), French President Emmanuel Macron has decided to host a new AI Action Summit, cochaired with India, on February 10–11 in Paris.
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Great Digital Banking Experiences Create A Data-For-Value Flywheel

Peter Wannemacher February 4, 2025
Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]
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You’re Overlooking The Key To Customer Service Automation: Tacit Knowledge

Christina McAllister February 4, 2025
Learn the changes that your customer service organization needs to make in order to capture tacit knowledge and begin putting it to work through AI models.
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Accessibility Is Still Vital For Businesses

Gina Bhawalkar February 3, 2025
Accessibility is still vital for businesses despite recent federal actions.
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Health Insurers: It’s Time For Better

Arielle Trzcinski February 3, 2025
In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.
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Forrester’s 2025 Customer Obsession Awards: Share Your Story Of Creating The Total Experience

Keith Johnston January 27, 2025
Our nomination period is open for our annual Customer Obsession Awards. Tell us how you centered your leadership, strategy, and operations on your customers — you may have the opportunity to share your story on stage at one of our CX Summits.
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From Sprint To Marathon: Passing The Baton From Sales To CS For Seamless Account Transitions

Shari Srebnick January 23, 2025
You can have great sales and customer success (CS) teams, but if you don’t have smooth account handoffs from one team to the next, you will fail your customers and lose speed in the race to retention and growth. Learn how to get an edge.

Nominate Your CX Trailblazing For A Forrester Award

Showcase your customer obsession for all to see. Submit your nomination for Forrester’s Customer-Obsessed Enterprise and Leadership Awards. Winners earn event exposure, recognition, and bragging rights!

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Is A $7 Million Super Bowl Ad Worth It? Probably Not

Dipanjan Chatterjee January 16, 2025
A 30-second spot at this year’s Super Bowl will set you back a cool 7 million bucks. And even if you wanted one of those spots, you can’t have it — they’ve been gone for a while. That must mean these ads are like the proverbial goose laying golden eggs, right? Wrong! Find out more in this analysis of Super Bowl ad spending trends.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year

Aurelie L'Hostis January 14, 2025
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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Upgrade Your Sales Game: Three Key Takeaways From Forrester’s Review Of 13 North American Investing Sales Websites

Sohm Gough January 14, 2025
Get three key takeaways from Forrester’s recent review of North American investing sales websites in this preview of a new report.
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