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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

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Latest Research For This Role

Report: Drive Differentiation With Your Ecosystem

Executive Overview: The Customer Experience Ecosystem Playbook

January 13, 2017 | Rick Parrish

To deliver truly standout experiences, companies must align a complex interdependent ecosystem of customers, employees, partners, and operating environments. Forrester calls this the "customer...

Report: Lessons Learned: How Brands Kick-Started Their CX Momentum

How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes

January 11, 2017 | Tom Champion

Forrester's Customer Experience Index (CX Index™) benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. A comparison of...

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Analysts Serving This Role

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Upcoming Events For This Role

Webinar: User Experience Fundamentals, Part 2: Personas

January 24, 2017

Webinar: User Experience Fundamentals, Part 3: Journey Maps, Stories, And Scenarios

February 8, 2017

Webinar: User Experience Fundamentals, Part 4: Co-Creation

February 22, 2017

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