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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

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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:

Reinvent Customer Experience

The Customer Experience Ecosystem Playbook For 2015

Use digital to drive CX innovations and competitive advantage:

Digital Customer Experience Trends, 2015

The Digital Customer Experience Improvement Playbook For 2015

Use mobile moments to transform customer perceptions:

Three Key Features That Increase App Engagement

Use big data to design and deliver quality experiences:

The Data-Driven Design Revolution

Customer Experience Blog

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Latest Research For This Role

Report: Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

May 21, 2015 | Leah Buley

On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

Report: How To Measure The Customer Impact Of CX Projects — And Get Them Funded

A Four-Step Process To Better Govern CX Improvement Projects

May 13, 2015 | Samuel Stern

A rigorous governance process to determine the customer impact of all customer experience (CX) projects and initiatives helps CX professionals win funding and deliver on the promised improvements in...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: Forrester's Forum For Customer Experience Professionals

June 16, 2015 - June 17, 2015

Forum: Forrester's Summit For Marketing Leaders

September 15, 2015

Forum: Forrester's Forum For Customer Experience Professionals

October 22, 2015 - October 23, 2015

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