Topic Overview: Customer Experience

Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting harder than ever to win and keep. Our research spans multiple channels like Web sites, IVR systems, phone agents, email communications, kiosks, and packaging. We look across a variety of industries from both a business-to-business and business-to-consumer perspective, including financial services, healthcare, manufacturing, retail, and travel. Key topic areas include benchmarking customer experience, building the business case for change, and transforming organization, culture, and process.