Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Forrester surveyed 57 healthcare executives to understand the state of customer obsession in the industry and to determine how companies can improve.
Healthcare firms should adopt nine CX habits to improve the health of their customers’ healthcare experiences.
In 2022, the global public sector will transform employee and customer experiences and the technology environment in ways that reshape societies.
In 2022, CX teams will shift tactics to meet pandemic-related challenges head-on but won’t expand their influence across the board, instead targeting areas where they can be most impactful.
Customer experience professionals can use this report to inform their ongoing improvement efforts.
This report provides a step-by-step job description template to help attract top candidates for a variety of CX roles.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
