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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: The China Customer Experience Index, 2015

A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

August 24, 2015 | Ryan Hart

For the first time, Forrester has applied the new Customer Experience Index (CX Index) methodology to appraise how well companies in China are delivering customer experiences that create and sustain...

Report: Ten Things To Know About Forrester's Customer Experience Index

Frequently Asked Questions About The Customer Experience Index Methodology, Diagnostic Tool, And Benchmark

August 21, 2015 | Megan Burns

Companies need a way to measure changes in the quality of their own customer experience (CX) and how it compares with the one that competitors deliver. Forrester's Customer Experience Index...

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Analysts Serving This Role

  • Deanna Laufer

    Deanna Laufer

    Customer Experience Management, Consumer Mobility...

  • Dawn Zencka

    Dawn Zencka

    Customer Experience Management...

  • Moira Dorsey

    Moira Dorsey

    Omnichannel Customer Experience, Personas & Scenarios...

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Upcoming Events For This Role

Forum: Connect | Engage | Deliver

September 15, 2015

Webinar: Top 10 Tactics To Rally Your Organization Around Customer Experience Metrics And Insights

September 17, 2015

Webinar: Four Ways To Improve The Emotional Side of Customer Experience

September 21, 2015

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