Last week at CX North America 2022, we announced a new addition to our portfolio: Forrester Decisions for Digital Business & Strategy. It’s the first new service we’ve made available since launching Forrester Decisions almost a year ago, and we’re so excited about the myriad ways we can help digital leaders grow their teams, experiences, and profits.
It’s never been more crucial for digital leaders to focus on themselves and their role in the business. Our 2022 US Customer Experience (CX Index™) reveals that, while companies rose to the enormous challenge of serving customers during the pandemic — as evidenced by an unprecedented rise in CX Index scores in 2021 — many of them took their foot off the gas pedal as the worst of the crisis started to ease. The result? While digital-only CX hit a high in 2021, it dropped precipitously this year and now trails physical-only CX by 2.5 points — a significant and serious margin in our precisely measured CX Index.
It may be daunting to consider, but the fact is that you stepped up your digital experiences in what was likely the most challenging era of your career to date. You led your teams and your businesses to innovate fast, and your customers loved you for it. But just like we said at CX NA, there’s no going back. Now you have to keep up that pace of digitally driven customer obsession if you want to keep those customers and acquire new ones.
And that’s exactly what Forrester Decisions for Digital Business & Strategy is going to help you do. We’ve got research, tools, templates, and analyst experts to guide digital business leaders every step of the way, from creating or refreshing your strategy and building your team all the way through designing, building, launching, measuring, and iterating your digital experiences, services, and products.
Regardless of your industry, if you have a B2C focus, this service will help you accomplish your digital business goals. Those of you in healthcare, retail, e-commerce, financial services, and government will find tailored research to your needs, as well.
All of these amazing resources will be available in August, but in the meantime, we’d love to talk to you about it. If you’d like to hear more, contact us through the Forrester Decisions for Digital Business & Strategy main page, where you’ll also find lots of details about how this new service will help you achieve your digital goals.