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

European Banks Still Struggle To Balance App Functionality With User Experience

Karine Cardona-Smits 1 day ago
Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital […]
Read More
Blog

Learn From Amazon’s Approach To Innovation

Dan Bieler 1 day ago
Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.
Read More

Get Our 2022 Predictions First

Sign up to get an alert the minute Forrester's 2022 Predictions are available, and be the first to know about the dynamics impacting your organization in the year ahead.

Blog

Why You Should Make The Shift To Modular Content

Ryan Skinner September 8, 2021
A number of businesses, including Novartis, Electronic Arts, and Desigual, have started the shift to modular content. When do you start?
Read More
Blog

Serving Customer Needs Across A Hybrid Customer Experience

Michelle Beeson September 8, 2021
As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.
Read More
Blog

Harness Friction In Customer Journeys To Drive Emotional Engagement

Joana de Quintanilha September 8, 2021
Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.
Read More
Blog

The Total Economic Impact™ Of DEI: Why Diversity, Equity, And Inclusion Matter

Stephanie Slate August 25, 2021
Essentially, as CX improves, more customers will comply with a department’s directives, engage with it proactively, speak well of it, trust it, and forgive its mistakes. And if the data is holistic and allows for true representation, it will allow government operations to cost less and run more smoothly.
Read More
Blog

Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Joana de Quintanilha August 24, 2021
CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.
Read More
Blog

Bridge The Gap Between Current And Future Customer Journeys

Kelly Price July 1, 2021
Identifying the various issues that hold your customer experience back can feel impossible. Learn how a new assessment tool can help you document and prioritize the gaps in your customer journey.
Read More
Blog

Digital Accessibility: How $10B In Design Spending Will Soon Be Up For Grabs Annually

Andrew Hogan June 29, 2021
(This blog is coauthored with Gina Bhawalkar.) Accessibility is one of the hottest topics in design. More and more companies are making it a business priority. We wanted to determine how big of a monetary impact accessibility will have on design technology vendors and services companies offering design. Based on our analysis, at least $10 […]
Read More
Blog

Accelerate Your CX Transformation With Collaboration

Su Doyle June 24, 2021
A chief customer officer (CXO) recently confided to us that “I thought building a large organization would make me more powerful. Now I think it just makes me more vulnerable.” Those words haunted me. Why would a CXO regret building a big team? Collaboration Is The Key To CX Transformation My colleague Angelina Gennis and […]
Read More
Blog

Winning Executive Support To Establish, Fund, And Scale CX

Angelina Gennis June 22, 2021
Discover the critical elements of a CX function that wins executive buy-in and is able to successfully get funding and scale up.
Read More
Blog

It’s Time For CX Governance To Grow Up

Judy Weader June 22, 2021
We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture. Creating a separate CX governance structure in an organization that already […]
Read More

Use Journey Maps To Kick-Start A CX Transformation

This complimentary guide will show you how to leverage customer journey maps to spur investment and interest in CX, as well as boost performance.

Blog

Digital Experience: The Inside Scoop As Told By 36-Plus Executives

Julie Ask June 17, 2021
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
Read More
Video

The Trust Imperative

Stephanie Balaouras May 12, 2021

Watch Now
Blog

Build A Culture Of Emotionally Intelligent Employees To Boost Mental Health

Joana de Quintanilha May 10, 2021
Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]
Read More
Blog

CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Su Doyle April 30, 2021
What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better! At CX APAC and CX […]
Read More
Blog

It Takes Hard Data And Soft Power To Ensure CX Success

Rick Parrish April 21, 2021
CX leaders must organize stakeholders enterprise-wide – often without direct authority over the people, process, and technology they need to influence. But how? Get a preview of the CX North America 2021 keynote.
Read More

APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

Blog

How Customer Experience Measurement Drove CX Improvements In 2020 Despite COVID

Harley Manning March 18, 2021
Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.
Read More
Blog

Discover And Reduce The Privacy Risks Of Your Customer Experience Measurement Practices

Maxie Schmidt March 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.
Read More
Blog

Create A Connected Experience To Grow In 2021

Riccardo Pasto March 11, 2021
2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In Australia, one bank and two superannuation firms saw statistically significant improvements in their Customer Experience Index (CX Index™) scores. In India, most experiences were good despite a sharp dip in […]
Read More
More posts