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Customer Experience Professionals

Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.

To succeed, you must design outstanding experiences and the ecosystem to deliver them, demonstrate the business value of customer experience as a discipline, and lead its adoption across the organization.

Who this role is for:

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

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

Challenges Facing Today’s Customer Experience Leaders

Transform the customer experience and the organization to deliver it:

Reinvent Customer Experience

The Customer Experience Ecosystem Playbook For 2015

Use digital to drive CX innovations and competitive advantage:

Digital Customer Experience Trends, 2015

The Digital Customer Experience Improvement Playbook For 2015

Use mobile moments to transform customer perceptions:

Three Key Features That Increase App Engagement

Use big data to design and deliver quality experiences:

The Data-Driven Design Revolution

Customer Experience Blog

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Latest Research For This Role

Report: B2B CX Professionals: Find The Full Range Of B2B Customers

October 8, 2015 | TJ Keitt

Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

Report: Brief: Comparing CX Quality Between Store-Based Retailers And Digital-Only Retailers

October 6, 2015 | Megan Burns

Store-based retailers face an uphill battle as they compete against digital giants like Amazon and Etsy for consumer dollars. Customer experience (CX) professionals should use this report to get a...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXSF 2015

October 22, 2015 - October 23, 2015

Forum: CX EUROPE 2015

November 16, 2015 - November 17, 2015

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