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
Blog
2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
Blog
Upgrade Your Sales Game: Three Key Takeaways From Forrester’s Review Of 13 North American Investing Sales Websites
Get three key takeaways from Forrester’s recent review of North American investing sales websites in this preview of a new report.
Blog
The 2025 NRF Innovators: 50 Tech Solutions Solving Retail Problems
Which technologies made the list of 2025 NRF Innovators and what sets them apart? Find out this in this preview of a new report created in partnership with the National Retail Federation Innovation Advisory Committee.
Blog
Key Insights From The Forrester Wave™: Experience Optimization Solutions, Q4 2024
Adding or improving digital experience is a top priority for organizations looking to improve their customer experience. Learn how experience optimization solutions can help do this by ingesting and analyzing data to generate insights and deliver personalized digital experiences.
Blog
Look For These Five Brand And Customer Experience Themes At CES 2025
CES 2025 will be defined by five brand and customer experience themes ranging from brands searching for salience to companies finding realistic and pragmatic applications for AI-fueled experiences. Find out what to expect at CES 2025 in this preview.
Podcast
Encore Presentation: How Should Business And Tech Leaders Spend In 2025?
Business and tech leaders expect (slightly) bigger budgets this year. How should they use them? On this episode of What It Means, VPs and Group Research Directors Stephanie Balaouras, Keith Johnston, and Srividya Sridharan dive into Forrester’s Budget Planning Guides’ recommendations for tech, marketing and sales, and customer experience (CX) leaders.
Blog
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 […]
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.
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.
Blog
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.
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.
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.
Blog
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 […]
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
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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