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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 State Of Customer Experience Management In India, 2014

Embrace Key Customer Experience Practices To Drive Business Outcomes

July 21, 2014 | Nupur Singh Andley

Forrester, in collaboration with ActionEdge Knowledge Services, recently surveyed 89 customer experience (CX) professionals at organizations in India to assess the state of their CX management...

Report: Case Study: How Delta Air Lines Soared In The Customer Experience Index

July 21, 2014 | Samantha Yanling Jaddou

Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

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Analysts Serving This Role

  • Megan Burns

    Megan Burns

    Multichannel Customer Experience, Customer Experience Management...

  • Qaalfa Dibeehi

    Qaalfa Dibeehi

    Customer Experience Management, Marketing & Strategy...

  • John Dalton

    John Dalton

    Customer Experience Management, Marketing & Strategy...

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Upcoming Events For This Role

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

August 13, 2014

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

September 9, 2014

Forum: Forrester's Forum For Customer Experience Professionals West

November 6, 2014 - November 7, 2014

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