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.
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How Creative Commerce Fuels Loyalty Across The Customer Lifecycle
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
Six Ways That B2B CMOs Can Make Customer Obsession Real
It’s easy to buy into the idea of customer obsession — but putting it in action is hard, continuous work. Explore these concrete ways to bring customer obsession to life.
Congrats, You’ve Launched Your Product … Now What?
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Meet The Winners Of The Inaugural Customer Obsession Awards
We’re elated to announce the winners of the inaugural Customer Obsession Awards. Meet the Enterprise and Leadership Award winners.
Low Measurement Maturity Remains A Challenge For CX Leaders
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Get Focused And Go Bold At CX North America
Success in an uncertain economy requires customer obsession. Register now for CX North America to get the cutting-edge research and actionable frameworks that you need to achieve your goals.
Customer Obsession Pays Dividends
Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.
B2B Content: Experimentation Means Bold Bets And Cold Sweats
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
Generative AI In Everything, Everywhere, All At Once Forces A Turning Point For B2B Content
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, […]
Contact Centers Are Leaving Money On The Table
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
How B2B Marketing Can Thrive In An Economic Downturn
Learn what decisions will equip marketing leaders and organizations for success this year. Explore our complimentary report.
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.
Crucial Intel: Customer Obsession Matters
This blog was written in collaboration with Anna Synakh. Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […]
Is Customer Success “The New Sales”? No.
Customer success is a revenue generating department focused on customer outcomes and value realization. So can it be "the new sales"? No.
Changing Your Loyalty Program? Here’s What To Consider
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
Learn From Amazon’s Approach To Innovation
Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Enel Excels With A Future Fit Tech Strategy
Congratulations to Enel for being named the EMEA region winner of Forrester’s inaugural Technology Strategy Impact award. In a keynote session at our recent Technology & Innovation EMEA event, Laura Koetzle, VP and group research director with Forrester, sat down with Alberto Cossu, head of digital strategy with Enel Group, to discuss the company’s transformation […]
Hurry Up And Wait: Long Wait Times Cripple Access To Care, Health Outcomes, And Patient Experience
The US is facing a primary care crisis, and long wait times, scheduling inefficiencies, and legacy technology are exacerbating the problem.
How Should Financial Services Respond To The Cost-Of-Living Crisis?
Banks should address the current, intense cost-of-living pressures as they did the pandemic — with empathy, flexibility, and creativity.