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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: Five Steps To Create And Sustain A Customer-Centric Culture

April 16, 2014 | Samuel Stern

Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the...

Report: The Best And Worst Of Mobile User Experience

April 4, 2014 | Deanna Laufer

Mobile presents an enormous opportunity to transform the customer experiences for those able to cope with relentless device permutations, demanding human factors, and expectant customers. Those...

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Analysts Serving This Role

  • Megan Burns

    Megan Burns

    Multichannel Customer Experience, Customer Experience Management...

  • Ron Rogowski

    Ron Rogowski

    Globalization & Localization, Customer Experience Management...

  • Qaalfa Dibeehi

    Qaalfa Dibeehi

    Customer Experience Management, Marketing & Strategy...

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Upcoming Events For This Role

Forum: Forrester's Forum For Customer Experience Professionals

June 24, 2014 - June 25, 2014

Webinar: See Me, Serve Me: Video Chat With Customers Comes Of Age

June 17, 2014

Forum: Forrester's Summit For Marketing & Strategy Professionals: Australia

August 13, 2014

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