Roles We Serve

Marketing & Strategy:

Technology Management:

Technology Industry:

Forrester Research For:

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: Rethink Customer Service To Build Emotional Engagement

Strategies For Building Customer Loyalty With Empathy And Human Interactions

May 22, 2017 | Riccardo Pasto

Service organizations aiming only to appeal to the rational side of customers' needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service forge...

Report: Seven Ways To Scale Customer Journey Mapping Capabilities

May 10, 2017 | Tony Costa

Interest in customer journey mapping has exploded over the last couple years, and Forrester continues to see large numbers of CX pros adopt it as a way of solving a range of CX challenges. As demand...

View more research

Analysts Serving This Role

View more analysts

Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Workshop: UX Design Methods

May 24, 2017

Webinar: How To Make The Case That CX Transformation Is Both Important And Urgent

June 7, 2017

View more events