real-time CX

It’s no longer enough to measure customer sentiment retrospectively. At a time of stagnating CX performance, prioritizing real-time CX — capturing in-the-moment feedback and using it to continuously improve — is key to brand differentiation.

Discover how Forrester supports customer experience professionals.

Insights

Blog

ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman July 21, 2021
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
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Blog

Airport Data Validates Need For Real-Time Customer Obsession

Steven Peltzman December 11, 2020
Airports and travel companies need to know that the desire to travel may never return to 100%; capturing the market that remains will depend on going above and beyond to provide health safety comfort. Learn how real-time feedback can help.
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Capture Value For Customers

Identify value drivers that matter for your customers and define metrics to measure performance.

Blog

Real-Time, Contactless Feedback During The Pandemic

Steven Peltzman September 30, 2020
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Blog

Virtual Event Momentum Will Move Strategy And Tech Forward Rapidly

Laura Ramos August 4, 2020
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.
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Blog

Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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Blog

Want To Be A CX Leader? Work With Your CIO To Deliver End-To-End, Real-Time CX

Bobby Cameron October 1, 2019
To achieve superior customer experiences, CX leaders and CIOs must collaborate. Learn why.
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