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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: Make (Or Break) Your CX Through Employee Onboarding

Influence Employee Engagement To Drive Your CX Agenda

April 28, 2017 | Faith Adams

It takes engaged employees and a customer-centric culture to achieve your customer experience goals. Companies can leverage employee onboarding as a key opportunity to set the stage for sustained...

Report: Customer Empathy: Three Essential Strategies For Cultivating It In Your Organization

April 26, 2017 | Tony Costa

To deliver great customer experiences, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXNYC 2017

June 20, 2017 - June 21, 2017

Workshop: UX Design Methods

May 23, 2017

Webinar: Don't Let Government Derail Your Customer Experience

May 4, 2017

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