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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: Learning From Three Early Adopters Of Customer Journey Analytics

May 2, 2016 | Joana van den Brink-Quintanilha

Companies use journey analytics to improve key customer journeys, evaluate opportunities for journey innovations, and boost retention, enrichment, and advocacy loyalty. Forrester conducted in-depth...

Report: The Top 10 Voice Of The Customer (VoC) Program Questions Answered

The Value Of VoC Programs, VoC Program Best Practices, And Ways That VoC Programs Drive CX Management Maturity

April 29, 2016 | Maxie Schmidt-Subramanian

The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions that we...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXDC 2016

September 12, 2016

Webinar: How You Can Master Your Customer Experience Ecosystem

June 2, 2016

Webinar: CX Leaders Walk The Walk, CX Laggards Just Talk: How Customer-Obsessed Companies Live Their Cultural Values

June 8, 2016

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