VP, Research Director
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
It’s Awards Season For Customer Obsession — Nominations Wanted
Submit your nominations for Forrester's inaugural Customer Obsession Awards. These awards will recognize leading organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement.
CX Leaders Are Overly Optimistic About Their 2023 Budgets
In this challenging economic climate, CX leaders must invest to maximize the ROI of their CX programs. Those who don’t will find their budgets slashed — especially if economic troubles persist.
US Public Sector Predictions 2022
Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.
Let’s Discover The State Of Customer Obsession In Government
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]
New Forrester Data Shows Wide Disparities In US Federal Customer Experience (CX) Quality Despite Overall Gains
Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. This year, in […]
The President’s New Management Agenda Has A Clear Approach To Strengthen Customer Experience
The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.
What The US Infrastructure Bill Means To You
After months of negotiations in Congress, the Infrastructure Investment and Jobs Act is about to become law. This new law will address specifics such as climate change, sustainability, and cybersecurity that all have specific requirements which, in turn, will drive your policy and regulation in the future. If you do business with the US federal […]
Predictions 2022: The Global Public Sector Will Transform Itself — And Society
Governments' actions on climate change, digital privacy, and the future of the workplace will reverberate throughout the world’s economy. Learn more in our public sector predictions for the coming year.
The Canada Customer Experience Index, 2021, Has Good News For Canadian Brands!
Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. Our full report has a wealth of data at the brand and industry levels. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […]
It Takes Hard Data And Soft Power To Ensure CX Success
CX leaders must organize stakeholders enterprise-wide – often without direct authority over the people, process, and technology they need to influence. But how? Get a preview of the CX North America 2021 keynote.
Five Ways To Ensure Deep Collaboration Between Marketing And CX
CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.
It’s Time For A US Federal Chief Customer Officer
The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer experience (CX) efforts. Folks at the White House’s Office of Management and Budget (OMB) and some US federal agencies have been working hard to improve the quality […]
Give More Thought To Giving Tuesday
These days, many companies are trying to express moral, social, or political values that resonate with values-based consumers. Giving Tuesday (which falls on the first Tuesday after Thanksgiving) presents an opportunity for companies to do just that, so a growing number of brands participate. However, companies’ participation in Giving Tuesday will resonate with the market […]
Retailers Must Adjust Their Marketing And CX Spending In The Wake Of COVID-19
Retailers: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries and firms face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. As a result, […]
The Promise (And Perils) Of Customer-Focused Government Technology Transformation
Technology transformation is a fundamental lever to change the working of government overall.
US Federal CX Eked Out A New High But Still Trails The Private Sector
Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.
Best Practices For Tech Transformation In Government
Technology transformation is a fundamental pillar for reforming the overall workings of government.
Let’s Talk About (Government) EX
Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […]