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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

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

Latest Research For This Role

Report: The Top Five Challenges For Mapping B2B Customer Journeys

June 21, 2017 | Tony Costa

Customer journey mapping is a popular tool among B2B CX professionals. But the complexity of business relationships can make it difficult for CX pros to properly set up and execute journey mapping...

Report: Why And How To Lead A CX Transformation

The Executive Overview Of The CX Transformation Playbook

June 19, 2017 | David Truog

A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXDC 2017

September 13, 2017

Workshop: UX Design Essentials

June 27, 2017

Forum: CX Europe 2017

November 14, 2017 - November 15, 2017

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