customer experience maturity

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US Health Insurer CX Quality Plummets To A Five-Year Low

Judy Weader 6 days ago
There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]
Blog

Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC

Dane Anderson May 8, 2024
IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.

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.

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

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.
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 […]
Webinar

Spark An Innovation Culture With Design Thinking

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.

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.

Podcast

Responsible Design

What It Means September 14, 2023
Delighted customers or PR nightmare? The difference can boil down to responsible design. Before your company ends up in an IRL episode of “Black Mirror,” listen to this podcast about responsible design featuring Principal Analyst Gina Bhawalkar.
Blog

Growth Strategy In Action: Apple Plants New Seeds

Dipanjan Chatterjee August 7, 2023
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

US CX Quality Falls For An Unprecedented Second Consecutive Year

Pete Jacques June 12, 2023
US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.
Podcast

For B2C Companies, Alignment = Profit

What It Means May 18, 2023
Aligning customer experience, marketing, and digital functions around customer needs fuels growth for B2C companies. VP and Group Director Melissa Parrish explains how to build and rev a B2C customer-obsessed growth engine.

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.

Blog

Low Measurement Maturity Remains A Challenge For CX Leaders

Maxie Schmidt April 11, 2023
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Blog

Revealing The Finalists For Forrester’s Customer-Obsessed Enterprise Award — APAC

Dane Anderson March 31, 2023
We’re excited to announce the finalists for the inaugural Customer-Obsessed Enterprise Award for APAC. Each finalist impressed us with their clear CX visions, sophisticated measurement architectures, and ability to align their organisations.
Blog

Finalists Announced For The Customer-Obsessed Enterprise Award — EMEA

Maxie Schmidt March 28, 2023
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 March 23, 2023
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. 
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.

Global

Don’t Miss Our 2024 Predictions Deep Dive

Hear directly from the tech, CX, and B2B analysts behind our 2024 global predictions and get an important generative AI update from Forrester’s CEO, George Colony.

Blog

It’s Awards Season For Customer Obsession — Nominations Wanted

Rick Parrish January 18, 2023
Submit your nominations for Forrester's inaugural Customer Obsession Awards. These awards will recognize leading organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement.
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

Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Linda Ivy-Rosser June 27, 2022
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 
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