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.
Discover how Forrester supports customer experience leaders.
Insights
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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.
Blog
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.
Blog
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.
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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.
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.
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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Predictions 2025: Hard-Won Insights Drive Growth
Business focus is shifting from experimentation to bottom-line gains. Our Predictions 2025 resources reveal what’s next for your industry and role — and the moves that will set you up for competitive advantage.
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Experience Research And Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity
In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]
Blog
Slash The Hidden Costs Of Your Customer Surveys
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
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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B2B Firms Win By Putting Customer-Obsession Vision Into Action
Forrester’s State Of Customer Obsession Survey, 2024, shows a common thread among B2B companies that reach the highest level of customer obsession: They commit to putting the vision into action and never stop.
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Get Ready For GenAI Chatbots: The State Of Conversational AI
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
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What To Do With The New Customer Experience Management Standards
In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams. Will they help CX teams resolve their challenges?
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The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
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Forrester’s Green Consumer Segmentation For 2025
There is no single green or sustainable consumer. Values and attitudes vary greatly within the same age group or across different countries. Learn about Forrester’s recently updated green segmentation for 2025 in this preview of a new report.
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Enhance User Confidence In Digital Experiences To Build Trust
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
Blog
CX Platforms For Healthcare Transform Engagement From Transactional To Trustworthy: Key Takeaways From The Forrester Wave™
Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers. To create value, HCOs need to curate personalized […]
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Improving CX Can Drive More Than One Billion Dollars In Revenue (2023)
Improving CX can have enormous financial upside. Learn how to capture it for your organization.
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