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.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Congrats, You’ve Launched Your Product … Now What?
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Blog
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Power Growth With Data-Driven Insights
Enable, amplify, and scale business growth and innovation with analyst advice at Data Strategy & Insights, September 13–14 in Austin.
Podcast
How B2B Firms Can Win With Younger Buyers
Millennials and Gen Zers now comprise nearly two-thirds of B2B buyers. These younger buyers approach the buying process differently from their older counterparts — and they have higher expectations of vendors. This week on What It Means, VP and Principal Analyst Barbara Winters explains how B2B companies can effectively navigate the shift.
Blog
Building An Insights-Driven Strategy: Where Do You Start?
“Follow the yellow brick road!” Silly Dorothy. She had it so easy. Dorothy had a magical guide that popped up when she needed help the most. For many executives getting started with forming a data team and an insights strategy, the road forward is not so clear. Executives find themselves bewildered and disoriented in a […]
Blog
AI-Powered Rap Song Heralds New, Unprecedented Experiences
If you’ve been an avid follower of emerging technologies or artificial intelligence specifically, the past four months or so have been exhilarating, to say the least. You might have come across this track, “Savages” by French band AllttA, which seemingly features billionaire rap star JAY-Z and is honestly quite a good tune: But JAY-Z was […]
Blog
Let’s Chat About ChatGPT And CX
It’s hard to avoid the hype that ChatGPT and similar generative AI tools will change everything — including customer experience (CX). But scratch beyond the surface of the click-bait headlines about AI and CX, and you’ll find that writers have conflated CX with customer service or marketing. From chatbots to predictive product recommendations, most of […]
Podcast
The Business Case For Green Consumer Segmentation
When it comes to buying green, not all buyers are the same. In this episode, Vice Presidents and Principal Analysts Sucharita Kodali and Thomas Husson explain the benefits of segmenting your customer base by green buying habits.
Blog
Customer Service In 2023: CX Front And Center
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
Blog
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
Blog
What Consumers Like — And Detest — About Subscriptions
Consumers shared their attitudes toward subscriptions — see the key highlights.
Blog
Want More Customer Data? Build An Enterprise Data Strategy First
In the era of data deprecation, many B2C marketing clients are asking me “How can I get more first-party data?” or “How do I get more customers to share data with me?” It’s a valid question and a totally understandable one. A common recommendation (including from Forrester) to contend with the loss of third-party cookies, […]
Blog
Four Indicators: Is Your Customer Experience An Afterthought?
An alarming number of companies still focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.
Blog
Open Banking Adoption Is On The Cusp Of Robust Growth In Europe
Over the next five years, Forrester predicts a doubling in adoption of open banking across European countries and use cases. Explore more insights from our inaugural European open banking forecast.
Blog
Want To Improve Employees’ Insights-Driven Decision-Making? Data Literacy Programs Alone Won’t Help
In their quest to become insights-driven, tech execs rely on data literacy programs to change employee behavior. But it takes more to move the needle.
Blog
Anticipate Your Customers’ Next Best Experiences
The future of experiences will be driven by analytics, and many of them will be anticipatory.
Blog
Customer Trust Was Weak Across US Financial Services Brands In 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
Blog
Financial Services Firms Need To Learn How To Earn Customers’ Trust
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Blog
Forrester’s 2022 Moments Map Is Here!
Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels.
Blog
What Amazon’s Recommendation Algorithm Could Do In Healthcare
An exploration of two possible scenarios for the use of patient data in an Amazon-One Medical paradigm.
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