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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:

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: Seven Steps To Successful Customer Experience Measurement Programs

How To Define The Right CX Metrics And Use Them To Improve CX

February 4, 2016 | Maxie Schmidt-Subramanian

Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

Report: A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

January 29, 2016 | Rick Parrish

Customer experience (CX) initiatives often falter because companies don't know what the actual CX is and the complex dynamics behind it. To find the underlying causes of problems and plan for...

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Analysts Serving This Role

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Upcoming Events For This Role

Webinar: Digital Customer Experience Trends, 2016

February 10, 2016

Webinar: Your Digital Experience Technology Strategy Starts With A Customer Journey Map

February 23, 2016

Webinar: Use Forrester's 10-Step Methodology For Shortlisting BI Vendors

February 24, 2016

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