Roles We Serve

Marketing & Strategy:

Technology Management:

Technology Industry:

Forrester Research For:

Customer Experience Professionals

Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.

To succeed, you must design outstanding experiences and the ecosystem to deliver them, demonstrate the business value of customer experience as a discipline, and lead its adoption across the organization.

Who this role is for:

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

Vice President and Group Director Moira Dorsey (01:31)

Challenges Facing Today’s Customer Experience Leaders

Transform the customer experience and the organization to deliver it:

Customer Obsession Is An Employee Engagement Strategy, Too

The Customer Experience Ecosystem Playbook For 2016

Use digital to drive CX innovations and competitive advantage:

The Digital Customer Experience Improvement Playbook

Use mobile moments to transform customer perceptions:

The Things That CX Designers Worry About

Use big data to design and deliver quality experiences:

How To Measure Emotion In Customer Experience

Customer Experience Blog

View more posts

Latest Research For This Role

Report: Don't Let Government Derail Your Customer Experience

Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience

August 19, 2016 | TJ Keitt

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

Report: Brief: Lessons From Speakers At Forrester's CXNYC 2016 Forum For CX Professionals

Leaders Share The Foundations Of Superior Customer Experience

August 16, 2016 | Harley Manning

At Forrester's CXNYC 2016 Forum, mainstage presenters shared how they create and maintain customer obsession at their companies. Their firms represent diverse industries from financial services and...

View more research

Analysts Serving This Role

View more analysts

Upcoming Events For This Role

Forum: CXDC 2016

September 12, 2016

Webinar: How You Can Leverage The B2B Tech Customer Experience Index To Build Outstanding Customer Experiences

September 29, 2016

View more events