customer experience
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
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ICYMI: The CX Tech Ecosystem Is Changing
There’s something happening in the customer feedback management tech ecosystem, and it’s not a flashy announcement with eye-popping dollar signs. Instead, it’s a steady drumbeat of incremental changes. While the headlines might feel subdued, these developments reflect buyer interest in combining information from multiple channels and in taking advantage of the latest AI innovations. The […]
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Ensure That Your Consumer Personalization Vision Is 20/20
Clients often ask us, “What are personalization best practices?” But depending on the organization, the word “personalization” can mean very different things. Personalization is multifaceted and needs a qualifier such as personalization initiatives, personalization programs, personalization capabilities, personalized tactics, personalized interactions, personalized moments, consumer personalization, or business personalization. Forrester defines personalization as: The use of a […]
The Countdown To 2026 Predictions Has Begun
Don’t miss your chance to lead with confidence. Get early access to Forrester’s expert guidance across marketing, CX, digital, tech, and security.
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US Federal CX Dodges Declines Impacting Other Sectors
Forrester’s 2025 CX Index shows US federal agencies outperforming utilities — but overall CX stagnating. Read the full report for agency insights.
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CX Cast Roundup, September 2025: Change, Mobility, And The Future Of CX Talent
This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]
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European Banks Have Room To Grow — And Leaders To Learn From
Forrester’s Total Experience Score shows that many European banks aren’t delivering on brand promises. Explore which banks lead in customer and brand experience.
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Your Successful Customers Have Power Over Buyers — Don’t Leave It To Chance
A new report, “Amplify Customer Voices To Support Buying Decisions,” helps organizations understand their customers’ influence on B2B buying decisions and provides guidance on nurturing knowledgeable customers to share their experiences with buyers.
Cut Through CX Tech Noise And Buy Smarter
Stop wasting money on tools you don’t need. Learn how to use Forrester’s function-first framework to align CX tech with business goals, avoid overspending, and drive real results.
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How Financial Services Firms Align Business And Technology Strategies In 2025
Financial services firms are increasing technology investment in 2025 to improve customer experience, align business and IT strategies, and drive strategic growth amid economic uncertainty.
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Today’s Leaders Must Heed AI Advice For Future Disruptors
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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NRF Europe Innovators Showcase: Retail Tech To Watch
Read this Forrester blog for an overview of the NRF Europe Innovators Showcase highlighting retail technology vendors that are making headlines.
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It’s Time To Talk About Where Your CX Function Should Sit
It's one of the most common questions from CX leaders: Where should the CX function sit? We identified multiple factors and variables that influence the best possible home for the CX function in this post.
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Adaptive Mobile Banking: Forrester’s 2025 European Insights
Discover how European banks are turning mobile apps into smart, conversational experiences. Forrester’s 2025 review reveals key trends and leaders.
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Improve Your CX Prioritization With Forrester’s Updated And Expanded Tools
How do you make good decisions? That question is at the heart of many conversations I’ve had with clients about CX prioritization. Choosing what to do — and what not to do — is both an art and a science, and you can apply different levels of rigor to your process to enhance your ability […]
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Introducing Forrester AI Access: Equipping Organizations With Trusted Insights To Act Fast
Forrester AI Access is an important milestone in our AI journey, beginning with our 2023 launch of Izola. With AI Access, organizations can validate ideas, innovate, and make smarter decisions faster.
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Introducing The Experience Research Platforms Landscape, Q3 2025
Experience research platforms help companies discover and define opportunities, test concepts and prototypes, and evaluate user and customer experiences.
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Starbucks: One Year Later
On the anniversary of Brian Niccol taking the reins, we look at the foundation he has laid for the future.
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Six Gaps Hold Feedback Management And CX Measurement Programs Back
Most CX teams still fall short in getting stakeholders to act on insights, Forrester’s 2025 global survey shows. Learn about the problem areas and how to move past them.
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New Research: Top Emerging Technologies In Healthcare
Healthcare organizations face constant pressure to improve clinical outcomes and workforce retention amid budget constraints and market volatility. Our new research aims to help them prioritize the technologies that will have the most impact today.
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Inside Club Med’s Conversational AI Strategy: An Interview With Siddhartha Chatterjee
Learn how Club Med designed, implemented, and continuously refined its conversational AI strategy — starting with a WhatsApp chatbot in Brazil.
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AIA Wins Forrester’s 2025 Customer-Obsessed Enterprise Award In APAC
AIA Group has won Forrester’s 2025 APAC Customer Obsession Award, recognized for putting customers at the heart of its strategy, operations, and leadership. The company stood out among strong contenders across the region.
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