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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: Brief: Managing The Emotional Impact Of Your Customer's Experience

Why Companies Must Understand And Manage How They Make Their Customers Feel

May 19, 2016 | Thomas McCann

Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a brand....

Report: Ten Ways That The Cloud Can Power Government Customer Experience Innovation

May 18, 2016 | TJ Keitt

Cloud services promise to lower tech management operational costs, which entices government agencies in this time of constrained budgets. But the cloud also has the potential to improve government...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: Pre-Forum Workshop: Advanced Customer Journey Mapping

June 20, 2016

Webinar: Forrester Futurology Episode II: Trends For 2016 And Beyond

June 1, 2016

Webinar: How You Can Master Your Customer Experience Ecosystem

June 2, 2016

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