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

Finalists Announced For The Customer-Obsessed Enterprise Award EMEA

Maxie Schmidt-Subramanian 43 mins ago
The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award EMEA.
Blog

Companies Have Agnosia About Experiences

Carlos Casanova 5 days ago
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them. 

CX APAC — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

Don’t Rely On The Butterfly Effect To Measure Business Value

Rusty Warner March 17, 2023
It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.
Blog

Explore The End Of The Customer Lifecycle At CX APAC 2023

Rick Parrish March 13, 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, […]
Blog

CX APAC 2023: Bold Focus

Riccardo Pasto March 2, 2023
Create A Customer-Obsessed Growth Engine To Thrive In Tough Times Today, the world is more challenged than ever as a series of health, environmental, socioeconomic, and geopolitical crises have pushed uncertainty to extreme levels. This systemic disorder and uncertainty exposed a lack of customer focus in many organizations. Amid these challenges, customer experience (CX) programs […]
Blog

You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog

CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.

CX EMEA — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

Announcing The Forrester Wave™: Continuous Automation Testing Platforms, Q4 2022

Diego Lo Giudice January 13, 2023
Find out how players evaluated in The Forrester Wave™: Continuous Automation Testing Platforms, Q4 2022, lined up as Leaders, Strong Performers, Contenders, and Challengers.
Blog

Highlights From The UK Auto And Home Insurers CX Index, 2022

Oliwia Berdak December 15, 2022
Discover the 2022 Forrester CX Index scores for auto and home insurer brands in the UK, and dive into the CX drivers and emotions that drive loyalty the most.
Podcast

CX Teams Face Diverging Fates In 2023

What It Means December 15, 2022
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. One in 10 CX organizations will be stronger than ever at the end of 2023, explains VP, Research Director Rick Parrish. Find out how in this episode of What It Means.
Blog

¿Cómo Las Aseguradoras Españolas Pueden Mejorar Su CX y Generar Más Lealtad?

Joana de Quintanilha December 14, 2022
La Calidad de CX en las Aseguradoras De Autos y Hogares Españolas Queda Rezagada Comparada Con Sus Pares Europeas.
Blog

CX EMEA 2023: Bold Focus

Martin Gill December 13, 2022
Take the initiative and use targeted innovation as the answer to tough times. Learn more at our event, CX EMEA 2023.

CX Can Thrive In The Downturn

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

Blog

Crucial Intel: Customer Obsession Matters

Sam Karpinski December 1, 2022
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: […]
Blog

All I Want For Christmas Is An Accessibility Expert

Gina Bhawalkar November 29, 2022
Twenty-seven percent of design teams plan to hire accessibility experts in the next 12 months. Learn what success in the role requires.
Blog

Does The Pursuit Of Customer 360 Have You Running In Circles?

Zeid Khater November 7, 2022
No doubt, you’ve heard of it. It’s called by many names: the golden record; the single source of truth. However, it is most often referred to as customer 360. What all these terms are referring to is a holistic view of a customer’s data, covering every single touchpoint and interaction with your company as well […]
Blog

Is Customer Success “The New Sales”? No.

Shari Srebnick November 2, 2022
Customer success is a revenue generating department focused on customer outcomes and value realization. So can it be "the new sales"? No.
Blog

How Exploration Drives Breakthrough Digital Business Strategies

Peter Wannemacher October 26, 2022
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

Don't Be On The Losing Side Of CX Trends

Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.

Blog

Learn From Amazon’s Approach To Innovation

Dan Bieler October 22, 2022
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.
Blog

Questions To Ask When Setting CX Metrics Goals

Pete Jacques October 17, 2022
If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.
Blog

Why You Must Assess Experiences For Inclusion — And How

AJ Joplin September 19, 2022
You want to create inclusive experiences for your customers. You have a diverse and inclusive design team and practice inclusive design. But once you create the experiences you wanted, how do you know if you succeeded in making them truly inclusive?
More posts