Trends Report

Four Things That Smart Cloud Companies Know About Customer Experience

How These Firms Are Reinventing The Way Customers Interact With Companies

August 9th, 2016
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , William Willsea , Kara Hartig


Upstart companies with new digital offerings are disrupting industries. Successful newcomers can draw millions of customers in a short period of time, catching their incumbent competition off-guard. So how do they do it? For this report, Forrester examined eight prominent cloud-oriented firms to identify practices that help these companies quickly attract and retain large customer bases. This report provides customer experience (CX) professionals with lessons that they can apply to their own businesses. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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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.