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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: Mobile Onboarding Best Practices

How To Engage Your Mobile Users From The Start To Keep Them Coming Back

July 20, 2016 | Deanna Laufer

On average, mobile apps lose three-quarters of their active users within the first three days of installation — and 90% within the first month of use. In response, many brands try to onboard new...

Report: Brief: US And UK Banks Need To Show Customers That They're Valued

Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty

July 19, 2016 | Ryan Hart

Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: CXDC 2016

September 12, 2016

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