Customer Insights

Customer insights allow businesses to serve customers better, build loyalty, and drive revenue. But digging customer insights out of mountains of data is complicated. Read the latest on this critical competency.

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Insights

Blog

Retailers: Boost User Confidence This Holiday Season

Senem Guler Biyikli 7 days ago
This holiday season, increase your customers’ confidence in your digital experiences with four best practices.
Blog

ZERO-IN 2024 Aims To Elevate Customer Success

Shari Srebnick October 23, 2024
Last week, I attended the fourth annual ChurnZero conference, ZERO-IN (formerly Big RYG), in Washington, DC, and the energy and inspiration are still resonating.

Harness The Power Of A NEW Customer-Centric Revenue Framework

Join our LIVE webinar on June 25 to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.

Blog

Now Live: A Retailer’s Guide To Planning For The 2024 Holiday Season

Sucharita Kodali October 16, 2024
Retailers needing advice before the winter shopping season: Read this blog for a sneak peek into Forrester’s retail holiday planning guide.
Blog

Slash The Hidden Costs Of Your Customer Surveys

Maxie Schmidt October 9, 2024
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.
Blog

How To Adapt Site Search To Holiday-Season Changes In Customer Behaviors And Needs

Emily Pfeiffer September 30, 2024
For the 2024 holiday season, adapt your site search solution to meet consumer expectations.
Blog

Not Talking About A Revolution: GenAI Is An Evolution For Customer Feedback Management

Colleen Fazio September 17, 2024
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, customer experience (CX) pros need to temper their expectations. The risks and effort required […]
Podcast

How GenAI Will Transform The Contact Center

What It Means August 22, 2024
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.

Harness The Power Of A NEW Customer-Centric Revenue Framework

Watch our webinar replay to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.

Blog

Not-So-Open Skies: Southwest Makes Historic Change

Dipanjan Chatterjee July 30, 2024
As Southwest navigates financial turbulence, there are lessons from companies on aligning brand experience with business realities.
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

Master The Art Of Decision-Making

Aldila Yunus June 12, 2024
In a world where data is as abundant as clarity is elusive, mastering the discipline of decision-making is more important than ever. Many organizations and leaders fall short at decision-making, approaching it intuitively rather than analytically. For those in charge of an organization where success relies on their ability to optimize business decisions, a mystery […]
Blog

You Better Shape Up! Insights From Australia’s 2024 CX Index Study

Riccardo Pasto June 3, 2024
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Podcast

Why It’s Time To Transform Your B2B Revenue Process

What It Means April 4, 2024
Many B2B companies’ revenue processes lack a key ingredient: customer value. Without it, efforts to grow will ultimately falter. This week on What It Means, Principal Analysts Amy Hawthorne and Rick Bradberry discuss how companies can begin transforming their revenue processes to better serve customers.

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

Balancing Personalization & Optimization In Commerce Search

Emily Pfeiffer April 2, 2024
Learn how to balance customer expectations and business needs with commerce search.
Blog

Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.

Lauren Cevallos March 26, 2024
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
Blog

Leverage Your Data For Stellar Commerce Search Experiences

Emily Pfeiffer March 21, 2024
Most US online adults use the search (not menu) function on a site to find products. Learn how quality data powers commerce search experiences.
Blog

To Spark Innovation, Make The D In DEI About Disability, Too

David Hoffman March 13, 2024
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Blog

Payment Methods Don’t Matter — Payment Experiences Do

Lily Varon March 12, 2024
Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.

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

CMOs Need A Measurement Strategy That Connects To Business Outcomes

Tina Moffett March 7, 2024
Instead of a single measurement approach, CMOs must adopt a layered measurement strategy that includes complementary approaches to reveal the full business value of marketing.
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

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.
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