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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: Brief: CX Drives Revenue Growth In The US Auto Insurance Industry

The Relationship Between Superior Customer Experience And Revenue Growth

February 10, 2016 | Harley Manning

In the US, superior customer experience (CX) drives superior revenue growth when customers can switch their business and competitors offer differentiated CX. Does that relationship also hold true in...

Report: Customer Obsession Is An Employee Engagement Strategy, Too

Focus On Purpose, Mastery, And Autonomy To Drive Deeper Employee Engagement And Better Experience Delivery

February 9, 2016 | Samuel Stern

Want great customer experience (CX)? Well that's not possible without engaged employees. Delivering consistently superior customer experiences depends on employees across the organization playing...

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Analysts Serving This Role

  • Blaise James

    Blaise James

    Omnichannel Customer Experience, Customer Experience Management...

  • Moira Dorsey

    Moira Dorsey

    Omnichannel Customer Experience, Personas & Scenarios...

  • Keith Coe

    Keith Coe

    Customer Experience Management...

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Upcoming Events For This Role

Webinar: Your Digital Experience Technology Strategy Starts With A Customer Journey Map

February 23, 2016

Webinar: Use Forrester's 10-Step Methodology For Shortlisting BI Vendors

February 24, 2016

Webinar: Forrester Futurology, Volume 02016

March 14, 2016

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