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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:

Customer Obsession Is An Employee Engagement Strategy, Too

The Customer Experience Ecosystem Playbook For 2016

Use digital to drive CX innovations and competitive advantage:

The Digital Customer Experience Improvement Playbook

Use mobile moments to transform customer perceptions:

The Things That CX Designers Worry About

Use big data to design and deliver quality experiences:

How To Measure Emotion In Customer Experience

Customer Experience Blog

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Latest Research For This Role

Report: Digital Customer Experience Trends, 2017

Landscape: The Digital Customer Experience Improvement Playbook

February 7, 2017 | Allegra Burnette

In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

Report: How To Do Research For Customer Journey Mapping

January 26, 2017 | Tony Costa

Conducting research for a customer journey mapping effort involves more than learning what customers do, interact with, think, and feel. To yield meaningful benefits, CX pros must gather research...

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Analysts Serving This Role

  • Keith Coe

    Keith Coe

    Customer Experience Management...

  • Rick Parrish

    Rick Parrish

    Omnichannel Customer Experience, Personas & Scenarios...

  • Ron Rogowski

    Ron Rogowski

    Globalization & Localization, Customer Experience Strategy...

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Upcoming Events For This Role

Forum: CXSF 2017

October 19, 2017 - October 20, 2017

Webinar: User Experience Fundamentals, Part 4: Co-Creation

February 22, 2017

Webinar: User Experience Fundamentals, Part 5: Iterative Prototyping

March 8, 2017

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