Summary
Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers' evolving expectations and identifies their core motivations to help brands predict how customers will perceive certain experiences. We applied our segmentation to Forrester's Customer Experience Index data to reveal how customer demands vary by level of empowerment and to help CX pros prioritize initiatives that resonate with their most empowered customers.
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