customer experience
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Salesforce Makes Moves Into The Back Office With A Strategic Workday Partnership
Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to duplicate data or build custom integration. The result? Optimized employee and customer experiences that up-level business outcomes for joint Salesforce-Workday customers. The strategic objective? Salesforce extends its power into back-office workflows […]
Blog
Revolut Secures Its Banking License — Crowning A Decade Of Digital Banks
Digital banks are gaining traction among consumers globally. Learn what incumbent banks should do to compete.
Explore The What, Why, & How Of GenAI For CX Pros
Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.
Blog
Even GenAI-Trained Execs Are Confused About It (Our Survey Shows) — So Give Them Better Training
Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024). And you might think that execs would be better informed, considering the high-stakes decisions they must […]
Blog
Budget Planning Season Is Coming. Use Forrester’s Budget Planning Guides To Cut Through Complexity.
Our Budget Planning Guides will steer you toward budgeting decisions that set you up for success in 2025. Get a preview of what to expect when the guides launch on August 1.
Blog
Scaling Customer Success Through Digital Can Double Your ROI
B2B companies double the impact of their investment when they scale customer success by creating a digital-led experience that includes learning and advocacy.
Blog
Software Design Gets An AI Infusion From Figma, And It’s Worth Trying Now
With Adobe’s $20 billion proposed acquisition of Figma called off in response to regulatory scrutiny based on insufficient understanding of how software is made, a sense of expectant curiosity surrounded Figma’s 2024 installment of Config (its annual user conference), especially about its AI strategy. Why? Because although Figma has rocketed to leadership in software interaction […]
Blog
For Brands, The Olympics Is Unlike Any Other Sporting Event
The Olympics are global, prestigious, vast, and a tribute to extraordinary grit. Companies looking to leverage the games to promote their brands need to recognize the event's uniqueness.
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.
Blog
Q&A With Keith Fletcher, International Customer Experience Manager At E.ON
Following his recent appearance on stage at Forrester’s CX Summit EMEA, Keith Fletcher, international customer experience manager at E.ON, answers more audience questions on using customer journeys to fuel sustainable growth.
Blog
Greeking Out: Aristotle’s Guide To AIOps Mastery
Aristotle’s wisdom nails it: mastering precision, appropriateness, timeliness, intentionality, and methodology isn’t just for anger management — it's crucial for AIOps too. In the chaotic world of IT, we need to separate the signal from the noise and act with clear intention.
Blog
Want To Create Journey Maps That Accomplish Your Goals? Get Clear On Purpose!
Untailored journey maps often fail to illuminate and persuade. Learn how to get more value from your customer journey mapping work.
Webinar
How To Frame Your Customer Journey Mapping With A Clear Purpose
Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog
Meet The Digital-Double Power Player
In a not-so-distant future, a digital double will save you time — but at the expense of your data.
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.
Blog
That’s A Wrap For CX Summit North America: Now, The Hard Work Begins
CX Summit North America left us with much to think about — and much to put into motion at our organizations. Here are a few parting thoughts from Nashville.
Blog
CX Summit North America Day 2: Achieving Boundless Experiences Through Alignment
While AI will help usher in a dynamic future for customer experiences, getting the human element right remains essential. Read some of the highlights from our second full day in Nashville.
Blog
CX Summit North America Day 1: Exploring The Boundless Potential Of Humans + AI
On the first full day of CX Summit North America, we explored the magic and mayhem of AI in CX and its potential to fuel next-level experiences.
Blog
Overall Canada Customer Experience Quality Drops To A Historic Low
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.
Blog
US Health Insurer CX Quality Plummets To A Five-Year Low
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 […]
Podcast
It’s Not The Payment Method That Matters, It’s The Experience
As payment options have proliferated, they’ve become more than just a way to make a purchase. What should brands consider as they develop or add payment options to appeal to buyers? This week on What It Means, Principal Analyst Lily Varón shares insights and explains what’s ahead for digital payments.
Blog
Apple’s New Intelligence Is Here
Apple, famously reticent about AI, broke its silence at its 2024 Worldwide Developers Conference (WWDC) and Forrester was there. Learn more about Apple Intelligence and find out what we gathered from the grand reveal.
Blog
How Luxury Brands Can Bolster Their DTC Business
We reviewed luxury fashion brands based on long-term digital success and the strength of their direct-to-consumer operations.
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