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Loyalty marketers need to communicate with and get to know their new members in quick, digestible, innovative ways this holiday season. Empathy is key.

2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.

Discover the five key findings from Forrester’s 2020 Net Promoter Score Benchmark.

It might be tempting to assume that all customers who meet certain criteria are willing to advocate, or to advocate in the same way. Customer marketing and customer advocacy practitioners should allow for more nuance.

As insurers contend with an unpredictable virus and its economic consequences, promising pathways to prosperity will reveal themselves.

Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.

In 2021, culture issues, budgets, and vendor shifts will be top priorities for cybersecurity leaders. Learn more in our 2021 cybersecurity predictions.

Learn which three privacy-related concerns will underpin organizations' transition to the post-pandemic new normal in 2021.

Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.

It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.

European organizations can expect consumer contradictions, regulatory upheaval, and more cross-border remote work.

Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021.

Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.

FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.

Sales leaders should set themselves and their teams up for a successful 2021 by negotiating a realistic and achievable annual quota.

The shift toward consumers expecting and rewarding experimentation is motivating companies to focus on product as their engine of growth.

What exactly is an "insight"? Analyst Brandon Purcell previews Forrester's new Periodic Table of Insights which will be unveiled at the upcoming Data Strategy & Insights live virtual event.

The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models. Any firm that sells to consumers must understand how these factors will influence their customers as well as their own business, and they need to start planning now to harness these trends to maximize the value of customer relationships.