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.
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Insights
Blog
Were Our Predictions For 2023 Correct?
We made bold calls for 2023. Did they come true? Discover the accuracy of Forrester's Predictions 2023. And get a first peek at what we'll cover in our 2024 predictions.
Blog
High Levels Of Trust Elude US Financial Services Firms Again
US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
What Do Tadpoles And VoC Programs Have In Common?
I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]
Podcast
Responsible Design
Delighted customers or PR nightmare? The difference can boil down to responsible design. Before your company ends up in an IRL episode of “Black Mirror,” listen to this podcast about responsible design featuring Principal Analyst Gina Bhawalkar.
Blog
Forrester’s 2023 Singapore CX Index Shows Scores Flat To Down
Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped. The overall quality of banking experiences has slightly dropped since […]
Blog
Consumer Spending Trends — 2023 Edition
Has The Economy Got You Down? It’s 1840. Inflation is rampant, and beleaguered consumers are reeling from high prices. It’s also presidential election season, and economic woes are weighing down the campaign of incumbent President Martin Van Buren, who eventually loses to William Henry Harrison (who, for all you trivia fans, had the shortest presidential […]
Blog
Building Self-Service Applications That Would Make Michelangelo Proud
Generative AI is on the cusp of revolutionizing chatbots for customer self-service. Learn about the role conversational AI vendors can play.
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
Improve Your Loyalty Results With A Loyalty Services Provider
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]
Blog
The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
Blog
Forrester Data Shows High CRM Adoption But Low Satisfaction
Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company’s overall CRM strategy. You can find all our insights in our report, Customer Relationship Management Market […]
Blog
It’s Time To Tell The Healthcare CX Story In Terms Of ROI
Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost. Over 40% say that their health insurer’s financial forms (such as bills and statements) are hard to […]
Blog
Growth Strategy In Action: Apple Plants New Seeds
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]
Steer Your CX Budget With Our 2024 Benchmark Data
Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.
Blog
How Data Pros Can Help Build The Future Of Customer Experience Insights
Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Think You Know POS? You Might Be Surprised.
Our newly published report, The Point-Of-Service Landscape, Q3 2023, lists the 18 most notable vendors in the space and details the 10 most important use cases that they’re focusing on for clients today. Read this blog for an early look at our findings.
Blog
Conduct Better Research With Inclusive Screener Questions
By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.
Build An Engine Of Customer Loyalty - And Revenue
Read our report to learn how to build customer loyalty, brand equity, and revenue with a B2C customer-obsessed growth engine.
Blog
Empowering Banks With Digital Cash Management Platforms
Businesses across the globe are dealing with a fast-paced digital world, rising customer expectations, and economic uncertainties. In such an environment, it is imperative that they manage their cash flows well to finance their growth ambitions and mitigate financial risks. Corporations source these cash management services from their corporate banking partners. Banks, on the other […]
Blog
Are You Prepared to Include CX Metrics In Earnings Calls?
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog
The B2B Chief Customer Officer: Unicorn Or Camel?
In Silicon Valley startup parlance, there are two types of ventures: unicorns and camels. Unicorns are the bright, shiny, money-burning, rapid-growth startups. Camels are built on a more solid financial philosophy, meant to make the money last, using venture capital as more of a bridge than a survival tactic. In times of crisis, it’s probably […]
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