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.
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The Most Expensive Customer Complaint Is The One You Ignore
In April 2026, a JetBlue customer posted a public complaint about a sudden $230 fare increase. JetBlue replied with a well‑intentioned suggestion: Try clearing cookies or booking in an incognito browser. The exchange was quickly screenshotted, shared thousands of times, and swept into a national debate about “surveillance pricing.” Lawmakers weighed in. A proposed class‑action […]
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Building The Human Foundation Of The AI-Powered Enterprise
As organizations rush to deploy AI, too many forget the people it’s meant to serve. A human‑first foundation is what separates AI that frustrates from AI that truly drives better experiences.
AI Is Everywhere — Customer Value Isn’t. Here’s How To Change That.
AI urgency is testing budgets as customer experience sits at all-time lows. AI Forum Sydney shows CX and technology leaders how to redirect AI spend into durable customer value and competitive advantage.
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Five Actionable Takeaways For CX Leaders In A Volatile World
Volatility has become the default setting for modern organizations: more change, less certainty, and far less time to get it “right” before the ground shifts again. Teams that anchor their work in business results, define how trust and decision-making work together, and use tools tactically are far better equipped to absorb volatility without freezing or fragmenting.
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How AI Is Rearchitecting Lending
Lending Is Reaching An Inflection Point More than 80% of financial services (FS) AI decision‑makers plan to increase investments in both predictive AI and generative AI (genAI), with most firms expecting double‑digit growth. The immediate focus for the majority of FS leaders remains pragmatic: scaling origination, reducing friction caused by handoffs, and improving risk control. […]
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CMOs’ “AI Creative Leap”: From Making Ads To Designing Meaning
As AI absorbs execution at scale, creativity returns to its highest value. The brands that win will automate production while doubling down on insight, narrative, and the judgment that protects meaning.
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Qualtrics X4 2026 Highlights: Context Is The Real Differentiator In The Age Of AI
A key message of Qualtrics X4 2026 was that in the age of AI, differentiation will come from who has the right context, not from who moves first.
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Do You Use AI Moderators For Customer Research? I’d Love To Hear From You
AI is transforming how experience research is conducted — from planning to analysis — thanks to new tools like AI moderators. If you are a research vendor offering AI moderators or a researcher who has used AI-moderated interviews, I want to talk to you.
Keep The Momentum Going After CX Summit
Purchase tickets for CX Summit EMEA by 29 May and receive two complimentary Forrester research reports to help you turn AI‑driven CX ideas into confident action after the event.
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The Forrester Wave™: Customer Experience Platforms For Healthcare, Q1 2026: The AI Race Is On, But Pace Is Uneven
The pressure to do more with less is intensifying across healthcare. Emerging technologies offer a clear path to efficiency, faster access to information, and cost reduction. But while some organizations are testing and learning, others remain stalled. Both delayed experimentation and reckless acceleration carry risk. Yet inaction leaves healthcare organizations (HCOs) at a critical juncture. […]
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Orchestrate CX Success With Forrester’s CX Vision And Strategy Research And Tools
Delivering great customer experience is a lot like putting on a concert. You can gather world‑class musicians, give each of them brilliant individual parts, and still end up with … noise. What turns noise into music is a shared score — a bold vision of what the performance should sound like — and a plan that helps every section play in sync.
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Announcing The Forrester Wave™: Experience Research Platforms, Q1 2026
We evaluated eight top experience research platforms across 31 criteria for current offering and strategy. These criteria assess each vendor’s current capabilities and future strategy, giving buyers clear insights into where each platform excels and where it may fall short.
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Great Research Starts With A Plan: Meet The Customer Research Canvas
In the AI era, skipping research fundamentals only leads you to wrong decisions faster, with negative outcomes for both your customers and your business. We developed the Customer Research Canvas to help research professionals and practitioners execute better research.
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Customer Journey Management In 2026: From Maps To Measurable Impact
Despite years of journey mapping, results are still inconsistent, slow to scale, and hard to tie to business outcomes. Learn why that’s changing — and what leaders must do differently.
Build The Experiences AI Can’t
Purchase tickets for CX Forum East or West by June 12, and get two complimentary Forrester research reports on AI, trust, and customer experience — free with your ticket.
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Key Takeaways From The Forrester Wave™: Loyalty Platforms, Q4 2025
The latest edition of our loyalty platform vendor evaluation, “The Forrester Wave™: Loyalty Platforms, Q4 2025,” reveals how the loyalty platform market continues to evolve to meet the growing demand to profitably retain the best customers with personalization at every touchpoint, relevant engagements, and differentiated experiences.
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Create Emotionally Positive Digital Experiences For Differentiation And Growth
To drive loyalty and differentiate in a world where customers increasingly connect via digital channels, you must create digital experiences that are not only easy and effective but also emotionally resonant. Learn why emotionally resonant experiences matter now and what makes a digital experience emotionally resonant.
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Predictions 2026: AI Gets Real For Customer Service — But It’s Not Glamorous Work
AI won’t transform customer service in 2026 — but foundational work will. Discover how the customer service space will evolve in the coming year.
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Predictions 2026: CX Teams Look To Escape The Orbit Of Dysfunction
Many CX teams are drifting dangerously close to the event horizon of metric obsession — a gravitational pull toward dashboards and KPIs that threatens to consume purpose and impact. 2026 will mark a critical decision point.
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How UCL Is Preparing Future CX Leaders For The AI Age
AI is transforming the skills that CX professionals need to succeed. Discover how University College London prepares future CX leaders for an AI-driven world with practical skills, real projects, and lifelong learning strategies.
Your Ticket, Plus 2 Free Reports
Purchase tickets for CX Forum East or West by June 12 to get two free Forrester research reports on AI‑driven customer experience — practical guidance you can apply immediately.
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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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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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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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