customer experience
Customer experience is a key driver of loyalty, satisfaction, and revenue. Mastering it is a complex and ever-changing proposition. Forrester’s insights aid organizations to succeed with customer experience.
Discover how Forrester supports customer experience leaders.
Insights
Podcast
New AI Lessons In Coding, Marketing, And Product Design
In this episode, we look at how to avoid the risks of AI-enabled tools in three common business use cases: coding, marketing, and product design. The key takeaway from all three areas: There’s still a strong need to have a human in the loop to review your AI outputs.
Blog
Use Forrester’s Function-First Framework To Navigate The Complex World Of CX Tech
How can CX leaders cut through the noise and find the right solutions for their organizations? My latest reports propose Forrester’s Function-First Tech Buying Framework as the solution for vendor selection.
Lead And Focus CX With Purpose During Volatility
CX, digital, and B2C leaders: Don’t let market chaos spark reactive decisions. Watch this Forrester webinar to learn how to focus on what really matters during turbulent times.
Blog
Revitalize Your Total Experience At CX Summit APAC
CX, marketing, and digital leaders have many measurement options at their disposal but struggle to identify what matters most to their customers and business. Find new ways forward at CX Summit APAC.
Blog
Brenntag And e& Are Forrester’s 2025 Customer-Obsessed Enterprise Award Winners For EMEA
Our judging panel decided on two outstanding organizations for the honors this year. Learn about their different approaches to customer obsession, and join us at CX Summit EMEA to hear from them first-hand.
Blog
The ROI Of CX Isn’t A Fairy Tale
Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.
Blog
Marketing Best Practices For Ecodesign
Learn how companies are balancing reductions in environmental impact with meeting consumer demands.
Blog
Choose Your Fighter: Customer Advocacy Tech Options In A Shifting Market
How can you make your customer advocacy program more proactive, more transparent, and more motivating to customers? With technology. Higher-performing customer advocacy programs lean on technology to scale customer advocate sourcing, management, activation, and measurement.
Transform Journey Maps Into CX Breakthroughs
Come to CX Summit EMEA to boost customer journeys with proven frameworks. Explore value lenses, checklists, examples, and tools to drive success while balancing quick fixes with breakthrough strategies.
Blog
Unlock Optimization Opportunities: The Golden Thread From CX To Value Streams
In today’s volatile business environment, executives face the dual challenge of optimizing costs while maintaining exceptional customer experiences. Our new report, The Golden Thread From CX To Value Streams Reveals Optimization Opportunities, offers a strategic approach to navigating these complexities.
Blog
How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
Webinar
Leading Through Volatility: Consumer Marketing, CX, And Digital Expert Panel
Ready to tackle market volatility, changing customer expectations, and rapid digital disruption? Watch our on-demand webinar to learn how to stay resilient, put customers first, and boost loyalty — even in challenging times.
Blog
The Marketer’s Guide To Volatility
Navigating Volatility Businesses are no strangers to volatility. In the past two decades, the dot-com bubble burst, the financial crisis triggered the worst recession since the Great Depression, and the COVID-19 pandemic precipitated a global shutdown. But the level of confusion during this bout of economic volatility is unlike anything CMOs and other business leaders […]
Blog
Maximizing Financial Services CRM Value: Strategic Alignment And AI Adoption
A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]
Blog
Power Growth With Your Total Experience
When companies improve both brand equity and CX in tandem, there is a significant revenue uplift. Learn more at CX Summit EMEA June 2–4, 2025, in London.
Blog
The Government Trust Imperative — Trust Drives Performance
While many government leaders understand the importance of trust, they often misunderstand what it is, what drives it, and what results from having earned it. That’s why Forrester developed the Government Trust Imperative Metric to measure trust at three levels of government — national/federal, provincial/state, and local/municipal.
Blog
Featured CX Executive: Brad Smith, Enterprise Insights & CX Leader At Securian Financial
We’re four months into 2025, and there has been no shortage of volatility to challenge even the most seasoned CX executives. To stay on course, we recommend keeping a ruthless focus on customers while also balancing disciplined spending, change leadership, and risk management.
Blog
Measuring What Matters: Answering Key Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
Blog
Guide Your Digital Experience Strategy With Forrester’s Digital Connections Tracker And Moments Map
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”
Supercharge Your CX + Brand Impact At CX Summit
Don’t miss your shot to attend CX Summit on June 23–26! Master our Total Experience approach to drive up to 3.5x revenue growth with workshops, roundtables, certifications, and more.
Blog
The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
Blog
To DOGE Or Not To DOGE — Tesla Hits A Roadblock
Tesla’s blazing-hot growth trajectory has come to a screeching halt. These three areas will indicate whether or not it regains its momentum.
Blog
CX, Digital, And Marketing Leaders: Tap Discipline And Creativity To Navigate Through Volatility
Root your planning and actions in your customers and leave room to innovate while controlling the risks you can.
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