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.
HeidelbergCement rebooted its global CX program, refocusing efforts on understanding the connection between customer satisfaction and ROI.
Customer experience (CX) leaders should use this report to understand the value they can expect from a CX strategy consulting practice and to select one based on size and capability.
The chief experience officer is responsible for building and guiding an organization’s CX strategy. This template will help you craft a CXO job description.
The VP of customer experience is responsible for implementing an organization’s CX transformation. This template will help you craft a job description.
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.
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.
