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

Capgemini’s $3.3B Bet On WNS: The End Of Traditional BPO As We Know It

Vasupradha Srinivasan 15 hours ago
Capgemini’s recent announcement of its intent to acquire WNS for $3.3 billion represents more than just consolidation in the business process outsourcing (BPO) space. This deal reflects a decisive shift in the industry: The traditional, labor-intensive outsourcing model is giving way to intelligent, AI-powered service delivery. In today’s BPO market, AI is no longer a […]
Blog

Why B2B Customer Service Is Now Part Of My Research Agenda

Laura Ramos 1 day ago
When B2B survey respondents say that 73% of their revenue originates from current customers, retaining and growing those accounts must be a top priority, one that is well coordinated across all postsale motions, from onboarding to servicing and expanding business on the back of attained goals. Especially in volatile economic markets and geopolitical times, every […]
Blog

Leverage Cocreation To Accelerate Sustainability Innovation

Thomas Husson 2 days ago
Cocreation is a powerful tool to help CMOs orchestrate multiple internal teams and external partners to drive innovation. Because environmental sustainability demands a systemic approach with multiple stakeholders, CMOs can apply some of the lessons learned to help drive an ambitious cocreation agenda for environmental sustainability. The CMO’s position — at the intersection of business […]
Blog

CX Leaders: Optimize Spending And Boost Impact In Volatile Times

Senem Guler Biyikli 4 days 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.

Meet A Few Of Our Customer Experience Analysts

Talk To Us

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