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

What’s Next For Digital Consumer Behaviors?

Sara M. Watson 5 days ago
Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.
Podcast

The Business Case For Inclusive Design

What It Means 5 days ago
Why has inclusive design become so important? On this episode of What It Means, Principal Analyst Gina Bhawalkar and UX Researcher Senem Biyikli delve into the multi-faceted benefits of inclusive design.
Blog

The Connected Car Of The Future Is The One Open To Third Parties

Karine Cardona-Smits 6 days ago
With its revised Payment Services Directive (PSD2), Europe aims to make payments safer and increase consumers’ protection, integrating new digital players into its market and requiring financial institutions to open their data and services to third parties. Doing so enables competitors to offer their own clients innovative digital experiences that would radically shake up traditional […]
Blog

Five Digital CX And Design Trends Worth Watching In 2022

AJ Joplin 6 days ago
Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.
Blog

Ten Principles For Designing The Metaverse

David Truog 6 days ago
Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse
Blog

The Future Of Experiences: What Your Brand Must Do Now To Power The Next Generation Of Consumer Experiences

Julie Ask 7 days ago
The future of experiences will be more humanlike and immersive ... but also more invisible. Learn what the future holds at CX North America.
Blog

Europese consumenten hechten steeds meer waarde aan duurzaamheid

Michelle Beeson May 9, 2022
Post van gastblogger Melissa Chaudet, senior onderzoeksmedewerker. Het is geen geheim dat Europese consumenten zich steeds meer zorgen maken over de impact van hun consumptie op het milieu. Forrester heeft onlangs nieuw onderzoek uitgevoerd om een beeld te krijgen van de verwachtingen en houding van Europese consumenten ten aan zien van duurzaamheid. Dit waren de bevindingen: […]

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

Blog

Google’s Latest Experiment: What The Future Of Notifications (Could) Look Like

Julie Ask May 6, 2022
Google’s "Little Signals" aims to alleviate alert overload. What can brands take away from this?
Podcast

Marketing And The Metaverse

What It Means May 5, 2022
Is the metaverse your ticket to marketing innovation or a quagmire into which marketing dollars will sink, never to be seen again? What is the metaverse, anyway? Join VP, Research Director Mike Proulx and VP, Principal Analyst Julie Ask as they explore what the metaverse means for marketers.
Blog

The Future Of Experiences For Children: Lessons From Amazon Glow

Julie Ask May 2, 2022
Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.
Blog

The Top Tech That Will Win Over Banks In 2022

Jost Hoppermann April 29, 2022
Banks are investing in a wide range of emerging technologies. Not all have equal potential today. Find out what’s hot and what’s not.
Blog

Beyond The Cartoonish Metaverse — XR Designers And Users Deserve Better

David Truog April 28, 2022
XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them.

Drive Transformational Change

With CX EMEA, transform your customer experience and help your organization grow. Join in London or virtually on 22—23 June.

Blog

Digital Product Management Drives Growth And Customer Centricity Of Digital Offerings

Sam Somashekar April 26, 2022
Digital offerings are accelerating, and companies expect them to drive organizational growth and customer centricity. The role of digital product management and its responsibilities ensure continued long-term success of digital offerings.
Blog

Solve Customer Mysteries With Quantitative And Qualitative Investigation

Brandon Purcell April 25, 2022
Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.
Blog

Shared Customer Experience: What Happens When Your CX Depends On Partners?

Michelle Beeson April 25, 2022
Organisations are not always fully in control of all of their customer’s experiences. Whether it’s logistics partners supporting a retailer’s delivery experience, insurance companies relying on sales via brokers, or consumer-facing brands relying on retail partners to sell their products, an organisation’s end-to-end customer experience (CX) often relies on external business partners. Across industries, brands […]
Blog

Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner

Gina Bhawalkar April 21, 2022
Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […]
Blog

Culture Energy Is The Answer To Your Culture Challenges

James L. McQuivey, PhD April 20, 2022
There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

Values-Motivated Consumers Make Up 18% Of The US Buying Population

Dipanjan Chatterjee April 13, 2022
Today, like never before, a new social consciousness permeates commerce. Consumers are vocal about their social positions, and they pledge to stand firmly behind companies that do the right thing while threatening to chastise those that do not.
Blog

Join Us At CX North America To Keep Your Business Out In Front

Melissa Parrish April 13, 2022
At CX North America on June 7-9, we’re going to help customer experience professionals, B2C marketers, and digital business leaders embrace new risks, develop bold customer strategies, and execute faster than you ever thought possible.
Blog

How Does B2B CX Quality Impact Loyalty? — A Forrester B2B Summit 2022 Session Preview

Laura Ramos April 11, 2022
Assessing the CX of B2B companies is trickier than in the B2C space. At Forrester's B2B Summit North America, we'll unveil the first B2B CX Index™ and reveal which aspects of CX matter most for two popular solution types.
More posts