Customer Experience Strategy

A strong customer experience strategy can pay dividends to your bottom line. But orchestrating across a complex enterprise is easier said then done. Read insights on establishing and implementing a CX strategy.

Discover how Forrester supports customer experience leaders.

Insights

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Crucial Intel: Customer Obsession Matters

Sam Karpinski 5 days ago
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: […]
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Adopt Inclusive Design Practices That Put Users First This Holiday Season

Senem Guler Biyikli November 22, 2022
Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.

Turn 2023 Predictions Into Bold Action

Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.

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Design Do’s And Don’ts For Retailers This Holiday Season

Senem Guler Biyikli November 21, 2022
Retailers can improve their websites and boost customer experience this holiday season by applying these tips.
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Diversity And Inclusion Matter In The Digital Context

Dan Bieler November 14, 2022
A lack of diversity, equity, and inclusion (DEI) in digital teams poses some unique challenges: biased AI, harmful or inaccessible digital products and experiences, and challenges with recruiting and retaining digital talent. Learn how to tackle these challenges.
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Financial Services Firms Need To Learn How To Earn Customers’ Trust

Alyson Clarke November 8, 2022
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
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Auto Manufacturers Need Better Design To Stop Failing Customers

Karine Cardona-Smits October 27, 2022
The 2022 Paris Motor Show (Mondial de l’Automobile) disappointed, both because of the absence of major manufacturers but, above all, because of the lack of a long-term strategy that looks beyond ownership of a vehicle and explores sustainable solutions. While Electric Cars Are Greener, They Are Not The End Solution With the ban of fossil-fuel […]
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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.

See How CX Is Changing In 2023

Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.

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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.
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Forrester’s 2022 Moments Map Is Here!

Julie Ask October 4, 2022
Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels.
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Meet The Analyst Covering Design Workflow: Sheila Mahoutchian

Sheila Mahoutchian September 26, 2022
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
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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?
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Running Twice As Smart: A CMO Growth Primer For An Economic Downturn

Dipanjan Chatterjee August 25, 2022
It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […]

Got The Right Chatbot Personality For Your Brand?

Join us for a webinar to learn how to design a chatbot personality that engages customers and elevates your brand.

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“You’re Dead To Me,” Said The Patient To Their Patient Portal

Natalie Schibell July 19, 2022
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
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Exercise Executive Empathy To Get Stakeholders Excited About CX

Su Doyle July 8, 2022
How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.
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Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust

Tom Mouhsian July 1, 2022
As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.
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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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Get Stakeholders Excited About CX

Discover how to connect the dots of CX value to business goals and get stakeholders excited about its power and potential.

Drive Engagement With Your Digital Experiences

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

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Invest In The Right Technologies To Improve Your Customers’ Financial Well-Being

Aurelie L'Hostis June 10, 2022
The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.
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The Canada Customer Experience Index, 2022, Uncovers A Slip In CX Quality

Pete Jacques June 9, 2022
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
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The US Customer Experience Index, 2022, Shows That Brands Struggled During The Past Year

Pete Jacques June 6, 2022
Forrester's 2022 Customer Experience Benchmark Study reveals CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.
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