Customer Experience Strategy

Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.

Retailers can improve their websites and boost customer experience this holiday season by applying these tips.

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.

Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.

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 […]

A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.

Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels.

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 […]

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?

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 […]

Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

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.

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. 

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

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.

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

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.