B2B CX
Customer success programs have thus far gained limited traction among B2Bs. Yet those companies that have embraced CX have seen improved customer relationships and retention. Read our best practices for strengthening B2B CX.
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Blog
How Health Insurers Can Regain The Medicare Advantage
Higher medical utilization by members, the growing difficulty of achieving CMS Star Ratings, and reimbursement pressures are pushing many health insurers to the brink. Learn how insurers can regain the Medicare advantage in this preview of a new report.
Blog
ZERO-IN 2024 Aims To Elevate Customer Success
Last week, I attended the fourth annual ChurnZero conference, ZERO-IN (formerly Big RYG), in Washington, DC, and the energy and inspiration are still resonating.
Align Marketing And Sales Teams On Customer Value
Want to maximize revenue by prioritizing customer value? Discover how the Forrester Opportunity Lifecycle keeps teams engaged with customers at every stage of their journey.
Blog
Slash The Hidden Costs Of Your Customer Surveys
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Blog
SaaStr 2024 Shines A Spotlight On Customer Success
Last week I attended the 10th annual SaaStr conference in San Mateo. For those unfamiliar, SaaStr is a community and resource hub that covers the building and scaling of software-as-a-service (SaaS) companies. The conference brings together industry leaders, entrepreneurs, and investors to network and share insights. It’s a valuable resource for anyone involved in the […]
Blog
Seven Ways To Use GenAI For B2B Personalization
Learn the new capabilities genAI brings to B2B personalization and how to start delivering more impactful personalization throughout the customer lifecycle.
Blog
Fairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts
Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. It's time to stop paying heed to data that enables this.
Podcast
What’s Behind The Decline In CX?
Customer experience (CX) quality in the US has dropped for three consecutive years and sits at an all-time low. What’s behind the decline, and how can brands turn things around? VP and Principal Analyst David Truog and Principal Analyst Pete Jacques weigh in on this week’s What It Means.
Blog
Promise-Keeping Is Key To Building Customer Trust
As B2B professionals, we often think that we’re aligned, but we design processes from our own internal perspectives, overlooking how this will impact the customer experience. This erodes trust.
Blog
Could It Be You? Share Your Success Story For Our B2B Summit EMEA Awards
EMEA B2B companies with success stories in cross-functional alignment or best-practice program implementations within a single function should learn more about Forrester’s B2B Summit EMEA Awards and prepare a submission.
Blog
Navigating The Regulatory Maze: Enhancing Customer Experience In Finance And Healthcare
No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.
Podcast
How Brands Can Steer Clear Of GenAI Backlash
As generative AI becomes more pervasive in products and ads, consumers are questioning what they see and, by extension, whether they should trust the brands using it. How should brands navigate these perils? Principal Analyst Audrey Chee-Read shares insights and advice on What It Means.
Blog
Buying Signals Help B2B Organizations Reignite Revenue Interactions
Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and Gen Zers comprising more than half of the modern workforce. From their consumer interactions, digitally savvy B2B buyers are aware that they’re signaling their interests through their behavior, content consumption, and social interactions. In […]
Harness The Power Of A NEW Customer-Centric Revenue Framework
Watch our webinar replay to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.
Blog
Harness The Power Of Buying Signals At Forrester’s B2B Summit
B2B organizations must know their buyers, anticipate their needs, and empower them with each interaction — or lose to providers that do. Signals help transform the way we interact with our audiences across functions, disciplines, and interaction types, helping B2B organizations deliver contextual interactions with immediate value throughout the customer lifecycle. Check out these sessions […]
Blog
The Forrester Wave™: Conversation Automation Solutions For B2B, Q1 2024 — Five Key Takeaways
We've evaluated the nine most important conversation automation solution vendors. Learn what’s changed since we evaluated the market three years ago
Blog
Younger Generations Are Shaking Up B2B Buying — Are You Prepared?
Millennials and Gen Zers now comprise nearly three-quarters of B2B buyers. To succeed, B2B marketing, sales, and product teams must understand these buyers’ preferences.
Blog
Discover The Future Of Boundless Experiences At CX Summit North America 2024
Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.
Blog
Customer Success Platform Consolidation Reflects Market Dynamism
Customer success platform vendors Totango and Catalyst have announced plans to merge. Is this the start of an acquisition trend in the space? Find out more in this analysis.
Explore The What, Why, & How Of GenAI For CX Pros
Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.
Podcast
The Trust Advantage For B2B Firms
Trust is paramount in high-stakes B2B buying relationships. How can B2B companies build and maintain trust among buyers? VP and Principal Analyst Ian Bruce explains on this episode of What It Means.
Blog
Are B2B Buyers Cowards?
No matter how big a game a buyer talks, less than a third of all buyers are risk-tolerant. Trust is the remedy to risk — and trusted companies are more likely to win and retain customers and enjoy a strong buyer preference.
Blog
B2B Summit North America 2024: Your Ticket To Turning Disruption Into Growth
Explore the strategies and tools needed to drive customer-obsessed growth at our premier event for B2B marketing, sales, and product teams.
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