Trends Report

Prioritize CX Investments By Understanding Empowered Customers

A Technographics® 360 Report

May 29th, 2018
Anjali Lai, null
Anjali Lai
Margaret Rodriguez, null
Margaret Rodriguez
Laura Tramm, null
Laura Tramm
With contributors:
Reineke Reitsma , Roxana Strohmenger , Xiaotong Duan , Rachel Birrell


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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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.