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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 New World Of Customer Journey Mapping Software

Tools And Technology: The Digital Customer Experience Improvement Playbook

September 29, 2016 | Joana van den Brink-Quintanilha

Customer journey mapping can be a powerful way to improve customer experience (CX). But to drive meaningful change, CX pros need journey maps that are flexible tools — not just static artifacts. An...

Report: The Canada Customer Experience Index, 2016

Canadian Company Scores Reveal A Year Of Stagnation

September 29, 2016 | Rick Parrish

How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to take...

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Analysts Serving This Role

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