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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: Good News And Bad News For Federal Digital Customer Experience

Insights From Forrester's Consumer Technographics® Survey

February 22, 2017 | Rick Parrish

Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

Report: Digital Customer Experience Trends, 2017

Landscape: The Digital Customer Experience Improvement Playbook

February 7, 2017 | Allegra Burnette

In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXSF 2017

October 19, 2017 - October 20, 2017

Webinar: User Experience Fundamentals, Part 5: Iterative Prototyping

March 8, 2017

Webinar: Digital Customer Experience Trends, 2017

March 22, 2017

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