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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: Slowing Economic Growth Threatens Customer Experience Focus

Know How To Defend CX Programs In Economically Uncertain Times

March 27, 2015 | Thomas McCann

The World Bank recently predicted that the global economy will grow by 3.0% in 2015 down from the 3.4% growth it forecast in June 2014. This lower growth projection reflects a less optimistic view...

Report: Finding The Right Inspiration To Transform Your Customer Experience

March 26, 2015 | Samuel Stern

The cultural transformation required to become a customer-obsessed company that consistently delivers great experiences takes years, and the path is strewn with obstacles and setbacks. When starting...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: Forrester's Forum For Customer Experience Professionals

June 16, 2015 - June 17, 2015

Webinar: Fourteen Reasons Why Federal Agencies Must Improve Their Customer Experience

April 15, 2015

Webinar: The Best Of Tablet User Experience

April 30, 2015

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