Recent Research
It’s easy for CX teams to lose focus as they scale; this report outlines 14 core objectives for CX investment and the capabilities leaders need.
To navigate market volatility, consumer business leaders must optimize their focus and spend, master change management, and ratchet up risk management discipline.
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.
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.