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

Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

Your Data Culture Is DOA

Kim Herrington November 21, 2023
In Forrester’s Data Culture And Literacy Survey, 2023, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, data sets, and insights. Don’t miss out on gaining a competitive advantage by revitalizing your data culture.

Global

Don’t Miss Our Live 2024 Predictions Deep Dive

Join us on January 18 to hear 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

Five Holiday Shopping Trends That Will Surprise You

Dipanjan Chatterjee October 27, 2023
Brands must contend with a consumer caught between sagging confidence and a healthy pocketbook, making this a holiday unlike any other.
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.
Blog

Consumer Spending Trends — 2023 Edition

Dipanjan Chatterjee September 8, 2023
Has The Economy Got You Down? It’s 1840. Inflation is rampant, and beleaguered consumers are reeling from high prices. It’s also presidential election season, and economic woes are weighing down the campaign of incumbent President Martin Van Buren, who eventually loses to William Henry Harrison (who, for all you trivia fans, had the shortest presidential […]
Blog

Building Bonds With Buyers: Strengthening The Trust Fabric

Subhendu Pattnaik September 4, 2023
In the AI age, reliance on data for insights is table stakes. In the past few months since we completed Forrester’s annual marketing survey, I have been engrossed in finding patterns and correlations in the data about the top-most priorities of CMOs globally and their challenges, growth objectives, key initiatives, technology usage, budgets, spending patterns, […]
Blog

It’s Time To Tell The Healthcare CX Story In Terms Of ROI

Judy Weader August 8, 2023
Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost. Over 40% say that their health insurer’s financial forms (such as bills and statements) are hard to […]

Grow Faster And Be More Profitable With CX Alignment

Customer-centric B2C companies with aligned CX teams see higher growth and revenue. Download our CX Alignment Toolkit to accelerate growth by engaging and aligning stakeholders.

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. […]
Blog

Maximizing Retail Return Strategies Beyond Margin Recovery

Brendan Witcher July 31, 2023
Retail returns, when handled strategically, are an opportunity for retailers to gain a competitive advantage.
Webinar

Planning Guides 2024: Customer Experience

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

Are You Prepared to Include CX Metrics In Earnings Calls?

Pete Jacques July 25, 2023
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog

My Favorite Reason To Bring UC And CC Together

Max Ball July 21, 2023
My favorite piece of new research that we uncovered is a use case where brands leverage a shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.

60% Of Skeptics Will Use (And Love!) GenAI

Surprised? Download Forrester’s 2024 Predictions guide to see why progress will be driven by exploration — and 14 other global predictions on AI, privacy, B2B buyers, hybrid work, and more.

Blog

Data Governance Unlocks The Impact Of Analytics: Data Strategy & Insights 2023

Jayesh Chaurasia July 12, 2023
Forrester data shows that fewer than 10% of enterprises are advanced in their insights-driven capabilities. Find out why in this blog post.
Blog

Canadian Customer Experience Quality Falls To A New Low

Pete Jacques June 16, 2023
The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.
Blog

AI And B2B Marketing: Three Opportunities And Challenges To Ponder

Phyllis Davidson June 15, 2023
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.
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

How Creative Commerce Fuels Loyalty Across The Customer Lifecycle

What It Means June 1, 2023
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.

Unleash Enterprisewide CX Innovation With Design Thinking

Learn how to establish and scale a design thinking practice to solve business problems with CX.

Blog

Paid Loyalty Programs Pique Premium Interest

Mary Pilecki May 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
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.
Blog

Accelerate Your Digital Transformation Efforts With Insights-Driven Leadership

Kim Herrington May 15, 2023
The "reasons" that digital transformations fail are often just symptoms. Tech leaders need to connect the dots throughout user networks if digital CX transformation efforts are to succeed.  
More posts