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
Can Your Customer Success Strategy Withstand The Heat?
Summer is officially here — and we know this not simply because the calendar says so but also because the scorching temperatures outside are testing every thermometer’s limits (and ours, too). The intense heat forces us to adapt our plans and navigate unpredictable summer storms, leaving us pivoting quickly to find alternative activities. Solving our […]
Blog
Scaling Customer Success Through Digital Can Double Your ROI
B2B companies double the impact of their investment when they scale customer success by creating a digital-led experience that includes learning and advocacy.
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
Every Revenue Process Transformation Will Be Unique — Just Get Started
A revenue process transformation isn’t a project or single workshop initiative. It’s an ongoing, collaborative effort that requires organizations to meet their buyers at every stage of their journey. Learn what it takes to get started.
Blog
Q&A With Keith Fletcher, International Customer Experience Manager At E.ON
Following his recent appearance on stage at Forrester’s CX Summit EMEA, Keith Fletcher, international customer experience manager at E.ON, answers more audience questions on using customer journeys to fuel sustainable growth.
Webinar
How To Frame Your Customer Journey Mapping With A Clear Purpose
Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog
It’s Time For A Revenue Process Transformation
Buyers are in control of the revenue process — and B2B marketing, sales, and customer success teams need to align their approaches with that reality. Discover the Forrester Opportunity Lifecycle and how it can drive durable, long-term revenue growth.
Podcast
What Makes Journey-Centric Companies Different
Journey centricity can help companies boost their revenue, reduce costs, and build better experiences for customers and employees. What defines a journey-centric company, and what does it take to become one? Vice President and Principal Analyst Joana de Quintanilha explains on this week’s episode of What It Means.
Blog
A Match Made In Plastic? Capital One’s Quest To Acquire Discover
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
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 […]
Blog
Embracing The Fusion Of Humans + AI: Win With Boundless Experiences
Don’t miss the CX Summit APAC 2024, which promises to be riveting as industry speakers and Forrester analysts share their insights on CX, digital, and marketing, and how AI is making an impact. Join us in Sydney, Australia, or as a digital experience on May 28 to hear from Forrester analysts and industry experts.
Blog
Announcing Forrester’s B2B Program Of The Year Award Winners For North America
Get ready to be inspired by these best-practice program implementations across B2B marketing, sales, and product. We reveal which eight companies will be honored at B2B Summit North America in May.
Blog
Call For Entries: B2B Summit EMEA Awards
EMEA B2B companies: If you have a cross-functional alignment success story or have achieved exceptional results within a single function, we want to hear from you. Learn more about Forrester’s B2B Summit EMEA Awards.
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
Investing In Customer Success Delivers 107% ROI Within Three Years
Explore the benefits of dedicating a team to customer success management, outfitting them with purpose-built technology, and enabling them to drive consistent experiences that lead to retention and growth.
Blog
Can AI Improve Your Loyalty Program?
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Blog
The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
Blog
Push Forward To Become An Intelligent Enterprise That Delivers Real Business Value
Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.
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.
Join Us In Singapore To Supercharge Your B2B Success
Register for B2B Summit APAC, coming to Singapore on October 1. Access growth, revenue, alignment, sales, genAI, and product strategies to boost your brand success.
Blog
Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
Blog
Customer- Versus Business-Focused Mapping Tools: Cut Through The Confusion And Connect The Dots
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms, customer obsession) and aligning business outcomes with customer outcomes. The foundation of CX […]
Blog
Health Plans: Unlock Success In Member Engagement
Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.
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