Customer Experience Leaders

Earn Devoted Loyalty And Fuel Growth

As a customer experience (CX) leader, you align your organization around customer value. From the C-suite on down, you advance customer-centricity — evaluating experiences from the customer’s point of view. This approach drives loyalty and growth. But rallying the necessary level of focus and alignment is tough, to say the least. It requires persuasiveness, adaptability, and determination to move the needle and realize your CX vision.

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Challenges We Can Help You Tackle

You aim to justify greater CX investment while demonstrating the value and influence of CX initiatives. It takes continuous effort to master the discipline of customer experience and earn the devoted loyalty of your customers. Forrester helps you face the day-to-day challenges you must overcome to achieve success for your organization.

Guide

Anticipate The Future And Prepare

Predictions 2025: B2C Marketing & Customer Experience

Guide

Demonstrate CX Value

Measure And Prove The Value Of Your CX Function

Guide

Leverage Customer Journey Maps To Drive Transformation

How To Use Journey Transformation To Kick-Start A Customer Experience Transformation

Hear Forrester VP and Research Director Rick Parrish explain how Forrester can help CX leaders prove the value of CX and deliver on a total experience for customers.

Bold Solutions Fit For You

Forrester empowers customer experience leaders to mature their organization and fuel predictable business growth with experiences intentionally created to drive loyalty across customers’ most meaningful touchpoints.

Deliver Experiences That Fuel Growth

Forrester Decisions for Customer Experience helps leaders strengthen their CX discipline, maximize the ROI of CX improvements, and tie customer experience to business results.

Deliver On The Brand Promise, Every Time

The Total Experience Score gives you a clear view of how well your organization is delivering the experience your brand promises. It helps you identify where expectations fall short, prioritize improvements, and partner with marketing to create more consistent, connected experiences.

What Our Clients Are Saying

Best Egg

How Best Egg Redefined Its CX Strategy

Discover how Best Egg elevated its CX game and made customer experience a shared focus throughout the company.

BC Hydro & Power Authority

Build A Customer-First Culture, Step By Step

How do you infuse customer centricity into a company’s culture? Having a playbook helps. Learn how Forrester helps BC Hydro & Power Authority operationalize customer centricity.

See more of our client success stories and learn about the ROI your peers have realized through Forrester Decisions.

Upcoming Events For CX Leaders

Blogs

Blog

Budget Boom Or Budget Bust? Be Ready For Both In 2026

Sharyn Leaver 10 hours ago
Though volatility has tempered budget expectations, business and tech leaders should prepare for the unexpected. Forrester’s 2026 Budget Planning Guides can help you make the right strategic moves this budget planning season.
Blog

CX Leaders: Optimize Spending And Boost Impact In Volatile Times

Senem Guler Biyikli 10 hours ago
Budget planning this season may feel like a high-stakes expedition into uncharted territory. Learn how our 2026 Budget Planning Guide can help customer experience leaders deftly navigate this uncertain terrain.
Blog

From Generic To Human-Centered And Empowering: Tomorrow’s CX Starts Today

Riccardo Pasto 5 days ago
The convergence of emerging technologies is accelerating the transformation of customer experience — reshaping how companies understand and serve customers, streamline operations, and deliver value.
Podcast

Fear In B2B Buying, Future Of Experiences, Cisco Live Recap

What It Means 6 days ago
In this episode of What It Means, we dig into fear as a motivator in the B2B buying process, the human-centric future of digital experiences, and what CISOs need to know coming out of Cisco Live.

Meet A Few Of Our Customer Experience Analysts

Talk To Us

Get in touch to learn how Forrester can help with your CX challenges.