Customer Experience Professional

Customer Experience Professional

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  1. Define a customer experience strategy
  2. Build support for customer experience initiatives
  3. Implement customer experience improvements
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Featured Research

How Consumers Research, Buy, And Get Service, 2011

by Adele Sage
with Ron Rogowski, Jennifer Peterson, Elisabelle L. Bocal

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities, while phone self-service experiences were consistently least satisfying. Consumers voiced specific channel preferences, such as completing all activities in a store, researching online, and getting support over the phone.

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Practice Overview

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Consulting

As an executive in customer experience, eCommerce or Marketing, you are faced with creating a best-in-class Web site that increases revenues, enhances your brand, and keeps a tight rein on costs. Forrester Consulting can help you achieve this goal with expert analysis to equip you to:

  • Benchmark your site's usability, design, and experience.
  • Build the business case to transform your Web site.
  • Foster an organization that breathes customer experience.

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