Recent Research
Get examples of revenue, cost, and resilience outcomes that you can use to show the value of CX to executives.
It’s challenging to build the case for CX in a low-choice market like utilities. This report outlines metrics that utilities firms use to secure funding.
Forrester reveals the scores of 25 US utilities firms that we analyzed as part of the 2025 US CX Index, as well as insights into their relative ranking.
Forrester reveals the scores of four Canadian utilities brands that we analyzed as part of the 2025 Canada CX Index, as well as insights into their relative ranking.
Data from Forrester’s State Of Customer Obsession Survey, 2025 shows customer-obsessed B2B firms are better prepared than their peers for volatility.
This tool helps B2B CX leaders align their CX initiatives with key business goals by identifying and prioritizing CX-related outcome metrics.
Planned Research
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.