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Customer Experience Professionals

Responsible for improving the perceived quality of customer interactions, you leverage emerging technologies to create the digital experiences of the future and lead enterprisewide customer experience transformations.

Who this role is for:

Chief Customer Officer
Chief Experience Officer
Director of Customer Experience
VP of Brand Experience

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Vice President and Group Director Moira Dorsey (01:31)

Insights For Your Key Business Initiatives

Forrester guides your decisions with integrated reports, tools, and Playbook research frameworks.

Launch profitable new products and services by improving design and development:

Establish a best-in-class customer experience organization:

Benchmark the maturity of your customer experience practices:


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Customer Experience Blog

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Latest Research For This Role

Report: Brief: Use Bright Spot Analysis To Deliver Quick Customer Experience Wins

February 25, 2015 | Megan Burns

Bright spot analysis is a performance improvement technique popularized in the book Switch: How to Change Things When Change is Hard. It has delivered shockingly fast and meaningful results in fields...

Report: Brief: Why The Sharing Economy Matters For Customer Experience Professionals

February 25, 2015 | Deanna Laufer

In the past few years, thousands of companies that eschew traditional business models in favor of digital platforms have popped up to deliver peer-to-peer services to customers. These companies,...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: Forrester's China Summit For Marketing Leaders

March 25, 2015

Webinar: Want To Improve Customer Experience? Get Serious With Your Voice Of The Employee Program

March 19, 2015

Forum: Forrester's Forum For Customer Experience Professionals

June 16, 2015 - June 17, 2015

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