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Customer Experience Professionals

Responsible for improving the perceived quality of customer interactions, you leverage emerging technologies to create the digital experiences of the future and lead enterprisewide customer experience transformations.

Who this role is for:

Chief Customer Officer
Chief Experience Officer
Director of Customer Experience
VP of Brand Experience

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Vice President and Practice Leader Moira Dorsey (01:31)

Insights For Your Key Business Initiatives

Forrester guides your decisions with integrated reports, tools, and Playbook research frameworks.

Launch profitable new products and services by improving design and development:

Establish a best-in-class customer experience organization:

Benchmark the maturity of your customer experience practices:

 

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Customer Experience Blog

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Latest Research For This Role

Report: Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

August 29, 2014 | Joana van den Brink-Quintanilha

At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

Report: The Right Mobile Usability Testing Tool

August 19, 2014 | Deanna Laufer

Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

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Analysts Serving This Role

  • Moira Dorsey

    Moira Dorsey

    Multichannel Customer Experience, Personas & Scenarios...

  • TJ Keitt

    TJ Keitt

    Go-To-Market Strategies, Information Management...

  • Samuel Stern

    Samuel Stern

    Customer Experience Management...

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Upcoming Events For This Role

Forum: Forrester's Forum For Customer Experience Professionals West

November 6, 2014 - November 7, 2014

Webinar: Moments Of Truth: The Power Of Emotion In Consumer Behavior, From A Multi-Methodology Research Approach

September 9, 2014

Webinar: What Drives Profitable Customer Experiences?

September 18, 2014

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