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.

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Blog

The Troublesome Teenage Years Of CX

Martin Gill 6 days ago
What is your ambition for your customer experience team for the next decade? Pick your CX team archetype. Learn more in this post.
Blog

Join The Journey-Centric Revolution

Joana de Quintanilha May 19, 2022
Journey-centricity is not something you overlay on your current operating model. You cannot preserve the status quo; it will disrupt your business. It requires a bold vision to use journeys to incorporate products and services in customers’ lives, to adopt a shared journey language that aligns people, process, and technology across touchpoints, channels, and silos. […]

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

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Three Tips For Staffing Your CX Team

Judy Weader March 29, 2022
We share our top tips for customer experience leaders who need to staff up the CX team at their organization.
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Design Leaders Reveal How To Build Inclusive And Diverse Design Teams — And Why That Matters

Senem Guler Biyikli March 28, 2022
Does your organization want to create inclusive experiences for your customers? Are you following an inclusive design process? If the answer to both questions is “yes,” great! But if you’re like most companies we speak with, you’re missing an essential component for creating inclusive experiences: an inclusive and diverse design team. Having such a team […]
Webinar

Design For Confidence In Digital Experiences

Discover why your digital experiences need to make customers feel confident about the choices they make, and how to achieve that through deliberate design.
Blog

US Public Sector Predictions 2022

Rick Parrish February 10, 2022
Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.
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Let’s Discover The State Of Customer Obsession In Government

Rick Parrish February 9, 2022
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

The President’s New Management Agenda Has A Clear Approach To Strengthen Customer Experience

Rick Parrish November 22, 2021
The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.
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“Predictive” Marks A New Era In Customer Experience Management

Steven Peltzman November 4, 2021
Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.
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Europe Predictions 2022: Customer Experience

Joana de Quintanilha October 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.
Blog

Learn From Amazon’s Approach To Innovation

Dan Bieler October 22, 2021
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.
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Harness Friction In Customer Journeys To Drive Emotional Engagement

Joana de Quintanilha September 8, 2021
Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.

Design For Confidence In Digital Experiences Webinar

Customer confidence drives digital experience adoption. Learn how to inspire confidence in this webinar on April 5.

Blog

Cancel The “Cost Center” Culture In Customer Service

Max Ball September 3, 2021
In my past 30 years in the contact center industry at organizations such as 8×8, Genesys, IBM, and RingCentral, I’ve watched the same movie over and over and over again … too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more […]
Blog

Reap The Rewards Of Retail With Smart Tools For Store Associates

Scott Compton August 25, 2021
Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency. In a tight labor market with employee acquisition and retention top-of-mind for retailers, training associates thoroughly and enabling them to perform fewer menial tasks with greater efficiency and oversight should be a primary goal for retailers.
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Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Joana de Quintanilha August 24, 2021
CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.
Blog

How To Crack The Code On B2B Recruiting

Amy Bills August 11, 2021
Get an inside look at the findings from Forrester’s The State Of Customer Obsession 2021 survey, which show the importance of an empowered and appreciated workforce for B2B organizations.
Blog

Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]

CX North America

Supercharge your CX function. Three days of game-changing programming on all aspects of CX.

Blog

ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman July 21, 2021
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
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Bridge The Gap Between Current And Future Customer Journeys

Kelly Price July 1, 2021
Identifying the various issues that hold your customer experience back can feel impossible. Learn how a new assessment tool can help you document and prioritize the gaps in your customer journey.
Blog

It’s Time For CX Governance To Grow Up

Judy Weader June 22, 2021
We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture. Creating a separate CX governance structure in an organization that already […]
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