customer centricity
To succeed, firms must make customers the focal point of their strategy and operations. Read insights on how to foster customer centricity at your business.
Discover how Forrester supports customer experience leaders.
Insights
Webinar
Predictions 2025 APAC Webinar: Technology
Explore the 2025 technology predictions that Asia Pacific leaders need to prepare for today. Reserve your seat for our November 26 live webinar to discover the AI, privacy, data, and customer trends driving success.
Blog
Predictions 2025: Hard-Won Insights Drive Growth
Business focus is shifting from experimentation to bottom-line gains. Our Predictions 2025 resources reveal what’s next for your industry and role — and the moves that will set you up for competitive advantage.
Blog
Izola Turns One — And It’s Just Getting Started
We launched our genAI tool, Izola, one year ago today with the goal of helping clients accelerate progress on their top initiatives. To celebrate Izola’s birthday, we’re thrilled to share a few of the ways that our clients are deriving value.
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
How To Adapt Site Search To Holiday-Season Changes In Customer Behaviors And Needs
For the 2024 holiday season, adapt your site search solution to meet consumer expectations.
Blog
The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
Blog
Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
Jan. 16: B2C Marketing & CX Predictions Webinar
Join our analysts for a live webinar to explore the impact of our 2025 predictions on your B2C marketing and CX strategy — from customer growth and privacy to loyalty and tech stacks.
Blog
Schneider Electric: Driving Stakeholder Value Via APIs
Learn how Schneider Electric using APIs to facilitate value creation across its customer value network.
Blog
Trust, Alignment, And Adaptivity Must Be The Focus Of Your AI Initiatives
Successful AI projects depend on three things: trust, alignment, and adaptivity. Learn how technology and CX professionals can further trust, alignment, and adaptivity when devising effective, sustainable, and scalable AI solutions.
Blog
Digital Business Strategy Service Providers Must Evolve To Deliver Value
Value creation should be at the center of each criterion for selecting digital service providers.
Blog
Want To Create Journey Maps That Accomplish Your Goals? Get Clear On Purpose!
Untailored journey maps often fail to illuminate and persuade. Learn how to get more value from your customer journey mapping work.
Blog
Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC
IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.
Get More From Your 2025 B2B Marketing Budget
Synergy and collaboration will be key to making marketing investments go further. Download our 2025 B2B marketing Planning Guide to learn more.
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.
Blog
What 2024 Has In Store For Indian CMOs
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
Blog
The $1M Mistake: Why Localization Prioritization Misses The Mark
Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.
Blog
Are Scaled And Digital-Led Customer Success The Same Thing? Inconceivable!
Decode the meaning of digital-led and scaled customer success.
Capture & Prove Marketing’s True Value Beyond Sourcing Metrics
Download our measurement toolkit to discover demand performance indicators and metrics to reveal marketing’s real business impact across complex buyer journeys.
Blog
Customer Obsession Awards — Nominations Wanted
The 2024 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.
Blog
Tech Leaders: Drive Toward Successful Business Outcomes In 2024
Discover the three distinct ways that leading CIOs are driving their firm’s growth agenda (and how they’re using generative AI).
Blog
Three Last-Minute Tips To Make Retail Customer Service Merry And Bright
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
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