Customer Engagement

In a hypercompetitive climate, customer engagement is a key differentiator. Read our insights to nurture and strengthen customer relationships, improve retention, and demonstrate the business value of the customer engagement function.

Discover how Forrester supports customer experience leaders.

Insights

Blog

It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup

Shari Srebnick September 5, 2023
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
Blog

Wealth Managers: Impact-Oriented Investors Need Your Help

Vijay Raghavan August 17, 2023
Impact-Oriented Investors Are Waiting For A Reason To Take The Plunge Data from Forrester’s Financial Services Benchmark Recontact Survey, 2022, found that 15% of US online adult investors own sustainable investment products — a group we call “sustainable investors.” They are younger, wealthier, and more educated than the average investor. But wealth managers should also […]
Blog

Improve Your Loyalty Results With A Loyalty Services Provider

Mary Pilecki August 16, 2023
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]
Blog

Forrester Data Shows High CRM Adoption But Low Satisfaction

Kate Leggett August 15, 2023
Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company’s overall CRM strategy. You can find all our insights in our report, Customer Relationship Management Market […]
Blog

Announcing Forrester’s Embedded Conversation Automation Landscape For B2B Marketing

Jessie Johnson August 11, 2023
Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. B2B marketing organizations leverage conversation automation solutions to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle. Conversation automation is quickly becoming integral to […]
Blog

Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans

Shari Srebnick August 3, 2023
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.
Blog

Four Advocate Personalities Turn Customer Goodwill Into Gold

Laura Ramos July 28, 2023
Question: How is a customer marketer different than other marketers? (No, this is not the opening line of a joke — that would be “Two customer marketers walk into a bar … ”) Top customer marketers focus on how customers attain value. They know that solid references, case studies, valid reviews, upsell/cross-sell opportunities, and expansion […]
Blog

Conduct Better Research With Inclusive Screener Questions

Gina Bhawalkar July 26, 2023
By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.
Blog

CMOs: Is Generative AI On Your Mind?

Subhendu Pattnaik July 26, 2023
I do not have to convince anyone today that generative AI (genAI) technology is a huge trend and a potentially massive disruption to the way work gets done. You know something is incredibly popular when your next-door neighbor stops you outside your door and starts talking about the out-of-the-world benefits (or their fears) of the […]
Blog

AI And B2B Marketing: Three Opportunities And Challenges To Ponder

Phyllis Davidson June 15, 2023
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.
Blog

Introducing The Financial Services CRM Landscape, Q2 2023

Kate Leggett June 14, 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
Blog

Apple’s Vision Pro Is A New Spatial Computing Device — Not A Headset

Julie Ask June 6, 2023
Apple has unveiled its highly anticipated next-generation spatial computing device, Apple Vision Pro. The device will retail at $3,499 and be available in early 2024. It is an augmented reality (AR) experience, with graduated immersive experiences that come very close to virtual reality (VR) at times. I had the chance to try the headset for […]

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.

Blog

Paid Loyalty Programs Pique Premium Interest

Mary Pilecki May 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Blog

Congrats, You’ve Launched Your Product … Now What?

Sam Somashekar May 9, 2023
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.
Blog

Digital Sales Rooms: Hype Or Reality?

Anne Slough May 4, 2023
Like other business innovations, digital sales rooms are not a magic wand. Learn what’s needed to capture the biggest benefits — and learn more at B2B Summit North America.
Podcast

Is Asynchronous Chat The Future Of Customer Service?

What It Means May 4, 2023
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog

How To Reduce Tech Debt In Your CRM Operations

Kate Leggett May 3, 2023
Uncover how to reduce tech debt in your CRM operations by understanding your CRM footprint, the CRM vendor landscape, and mapping a strategy to business outcomes.

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

Blog

We Want To Speak With You! Join Our Upcoming Research On Remote Patient Monitoring

Julie Ask May 2, 2023
Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.
Blog

Emerging Technologies Put Remote Patient Monitoring In The Spotlight

Julie Ask May 2, 2023
The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.
Blog

Industry CRM Is A Clear Choice In Economic Downturns

Kate Leggett May 1, 2023
Companies must make decisions to modernize while navigating a challenging economic climate. They must balance the need for speed and agility against cost pressures. They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys. Our data backs this […]
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