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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: The Top 10 Voice Of The Customer (VoC) Program Questions Answered

The Value Of VoC Programs, VoC Program Best Practices, And Ways That VoC Programs Drive CX Management Maturity

April 29, 2016 | Maxie Schmidt-Subramanian

The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions that we...

Report: How To Set Employee Goals That Drive Great CX

Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

April 27, 2016 | Maxie Schmidt-Subramanian

Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXDC 2016

September 12, 2016

Webinar: How You Can Master Your Customer Experience Ecosystem

June 2, 2016

Webinar: CX Leaders Walk The Walk, CX Laggards Just Talk: How Customer-Obsessed Companies Live Their Cultural Values

June 8, 2016

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