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

50/50: Gratuity Has Reached A Tipping Point

Dipanjan Chatterjee 4 days ago
Tipping fatigue is growing as automatic prompts on digital points of sale proliferate. Find out the consumer sentiment on this hot topic.
Blog

Stormy Seas Ahead: Top Trends On The Horizon For Healthcare In 2024

Arielle Trzcinski 5 days ago
Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. Learn how how HCOs can weather the storm and overcome these challenges.

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

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

Customer- Versus Business-Focused Mapping Tools: Cut Through The Confusion And Connect The Dots

Michelle Beeson February 7, 2024
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms, customer obsession) and aligning business outcomes with customer outcomes. The foundation of CX […]
Blog

Health Plans: Unlock Success In Member Engagement

Shannon Germain Farraher February 6, 2024
Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.
Blog

Marketers Must Embrace AI To Maximize B2B Event Success

Conrad Mills February 2, 2024
Current adoption of AI for B2B events is low, but there is enormous untapped potential.
Blog

A New Year’s Resolution For HCOs In 2024: Take Stock Of Your Digital Transformation Efforts

Arielle Trzcinski January 29, 2024
Learn six categories healthcare organizations can use to assess the maturity of their digital transformation efforts and identify areas for improvement in 2024.

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

What To Do Next About Your Customer Advocacy Platform

Amy Bills January 23, 2024
Where does the late December acquisition of customer advocacy and community platform Influitive leave current customers? Here we provide a plan for moving forward.
Blog

Invisible Experiences: A Playbook/Toolkit To Help You “Put A Dog On The Moon”

Julie Ask January 22, 2024
Forrester believes that future consumer digital experiences will be simultaneously more invisible and immersive. Consumers will seek experiences with less friction when they are task-oriented or need peace of mind. Some of these experiences will have so little friction that there is no friction. Forrester refers to the ultimate in convenient experiences as an invisible […]
Blog

2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022

Pete Jacques January 17, 2024
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Blog

Welcome To 2024: Let’s Kick It Off With Some Predictions

Martin Gill January 10, 2024
Every year, we at Forrester put our heads together and look at the trends that we’re seeing, what our data and forecasts are telling us, what we are hearing in inquiries and interviews, and then gaze into the metaphorical crystal ball to try to offer some advice on what to expect in the coming year. […]
Webinar

Predictions 2024 For CX & Digital Leaders

Explore our 2024 CX predictions with insights to help you tie our research to untapped opportunities to create digital, customer, and employee experiences that generate business growth and value.

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

What 2024 Has In Store For Indian CMOs

Subhendu Pattnaik January 4, 2024
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
Blog

The $1M Mistake: Why Localization Prioritization Misses The Mark

Kathleen Pierce January 2, 2024
Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.
Blog

If It’s January, It Must Be Time For CES 2024

Dipanjan Chatterjee January 2, 2024
What will be the three biggest themes to watch out for at CES 2024? Find out in this preview of the upcoming event in Las Vegas.
Blog

Net Promoter Score℠ (NPS) US Benchmarks, 2023: Fewer Brands Show Improvement

Pete Jacques December 29, 2023
New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Blog

CX Transformation Is Tough — Equip Your Org To Go The Distance

Su Doyle December 27, 2023
Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]

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.

Podcast

CX Cast: 2024 Preview

The CX Cast December 26, 2023
Though we’re out for the holidays this week, we’re dropping in with a short preview of what we have planned for the CX Cast in 2024. Tune in to hear what’s to come, including:  Our annual series on Forrester’s 2024 predictions, airing throughout January.  A preview of Forrester’s 2024 events theme, “Human + AI,” and what it means for the customer lifecycle.  And more content from Forrester analysts throughout the year. 
Blog

Adobe And Figma Should Partner Now To Supercharge The Digital Experience Ecosystem

David Truog December 20, 2023
The scuttling of their own deal won’t be the end of the Adobe-Figma story: The next chapter must be about close partnering instead.
Blog

CX Leaders: What’s On Your Agenda For 2024?

Katy Cobian December 19, 2023
I’m approaching two years in my role here at Forrester, where I serve as a strategic advisor and thought partner to senior customer experience (CX) leaders. As a long-time CX practitioner and enthusiast, it’s been inspiring to be part of the “extended team” across such a diverse set of brands and industries. While no two […]
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