customer experience management

Customer experience management is a key competency for firms, enabling them to provide quality, end-to-end experiences for today’s channel-agnostic customers. Discover how to improve CX management across the enterprise. Learn key components of customer experience management including selecting metrics, building culture, winning investment, and more.

Discover how Forrester supports customer experience leaders.

Insights

Blog

Forrester’s AI Webinar Series: Navigate The Choppy And Exciting Waters Of Enterprise AI

Sudha Maheshwari June 7, 2024
AI is having — and will continue to have — a profound impact on how data scientists, software engineers, and other job functions perform their roles. Get tips on how to define, build, and implement your enterprise AI strategy with the help of Forrester's AI Advantage client webinar series.
Blog

Announcing The Customer Experience Strategy Consulting Services Landscape, Q2 2024

Judy Weader June 4, 2024
Nearly 60% of customer experience (CX) decision-makers say that improving CX is the top priority for their organization’s executives, but that doesn’t mean they have to — or choose to — go it alone. In The Customer Experience Strategy Consulting Services Landscape, Q2 2024, Forrester identified 31 firms that are helping businesses diagnose customer problems, […]

Explore The What, Why, & How Of GenAI For CX Pros

Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.

Blog

Introducing The Customer Experience Platforms For Healthcare Landscape, Q2 2024

Arielle Trzcinski April 30, 2024
Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.
Podcast

Can AI Help Prove CX ROI?

What It Means April 18, 2024
Perhaps the biggest challenge CX leaders have is proving the value of CX. Can AI help? Principal Analyst Pete Jacques thinks so and joins the podcast to explain how AI can help CX leaders prove ROI.
Blog

Unlock The Power Of AIOps

Carlos Casanova April 10, 2024
The growing complexity of IT infrastructures creates a daunting task to manage and optimize systems, especially while maintaining a vital business-IT alignment. This is where AIOps and observability can deliver benefits.
Blog

CX Leaders Are Change Leaders

Katy Cobian April 4, 2024
At the heart of most CX roles is change leadership — urging the organization to evolve its thinking and behaviors to achieve their desired level of customer obsession. Read this post to get a preview of how Delta Dental of Virginia's CX leaders drove change and what their three major CX initiatives are today.
Blog

Discover The Future Of Boundless Experiences At CX Summit North America 2024

Rick Parrish March 11, 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.

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

Webinar

Simple Tool, Big Impact: Winning Support For CX Initiatives

Learn how to use Forrester’s CX Business Case On A Page template to structure and manage a persuasive case to gain support for your CX initiatives — complete with a template walkthrough.  
Blog

Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management

Rusty Warner February 16, 2024
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

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022

Pete Jacques January 17, 2024
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Webinar

Predictions 2024 For CX & Digital Leaders

Explore our 2024 CX predictions with insights to help you tie our research to untapped opportunities to create digital, customer, and employee experiences that generate business growth and value.

Shine A Spotlight On CX Value

The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.

Blog

CX Transformation Is Tough — Equip Your Org To Go The Distance

Su Doyle December 27, 2023
Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]
Blog

CX Leaders: What’s On Your Agenda For 2024?

Katy Cobian December 19, 2023
I’m approaching two years in my role here at Forrester, where I serve as a strategic advisor and thought partner to senior customer experience (CX) leaders. As a long-time CX practitioner and enthusiast, it’s been inspiring to be part of the “extended team” across such a diverse set of brands and industries. While no two […]
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

It’s 2050 And Your Website Is Deserted: Why?

Julie Ask November 1, 2023
Websites will play a less prominent role in future consumer digital experiences for three core reasons: The digital touchpoint landscape will be far more fragmented. The number of digital touchpoints used by consumers is proliferating. Browsers are just one of many channels. The number of connected devices we use continues to grow. Web and apps […]
Podcast

327: Empathy Part II & Welcome New Analyst!

The CX Cast October 24, 2023
In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empathy in a digital environment.

CX Summit Is Coming To A City Near You!

Elevate your CX strategy and skills at Forrester’s CX Summits. Meet analysts to gain insights, research, and frameworks for exceptional customer outcomes — and create boundless experiences with genAI.

Podcast

326: CX Safari

The CX Cast October 17, 2023
In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for customer to life. They had participants, who represented different companies and industries, try out a combination of mystery shopping and ethnographic research by visiting coffee shops in London. Listen to hear about the frameworks, design, and approach used for the activity and how your company can put it in place.
Podcast

325: The State Of CX Teams

The CX Cast October 11, 2023
Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. Principal Analyst Judy Weader, whose upcoming report dives into the survey results, joins us to discuss her findings.
Podcast

324: Journey Mapping Trends

The CX Cast October 4, 2023
It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.
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