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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: 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...

Report: Case Study: How DBS Reinvented The Asian Banking Experience

August 19, 2014 | Samantha Yanling Jaddou

DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS...

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Analysts Serving This Role

  • Deanna Laufer

    Deanna Laufer

    Customer Experience Management, Consumer Mobility...

  • Richard Sheahan

    Richard Sheahan

    Customer Experience Management, Marketing & Strategy...

  • Tony Costa

    Tony Costa

    Telecommunication Services, Location-Based Services...

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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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