Best Practice Report

Forrester’s Top Customer Experience Research Findings Of 2019

February 21st, 2020
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
Andrew Hogan, null
Andrew Hogan
With contributors:
Maxie Schmidt , Joana de Quintanilha , Harley Manning , Faith Adams , Kelly Price , Jennifer Wise , Karine Cardona-Smits , TJ Keitt , Ben Salamin , Shayna Neuburg

Summary

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports and highlight them in one place. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

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