Best Practice Report

Forrester’s Top Customer Experience Research Findings Of 2019

February 21st, 2020
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


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.