Forrester Decisions for Customer Experience

Devoted customers will pay 50% to 200% more to stay with your brand. Inspiring and maintaining such loyalty requires your organization to master the discipline of customer experience (CX), which necessitates a shift from the “quick fix” mentality to a continuous transformational effort.

Forrester Decisions for Customer Experience empowers CX leaders to mature their organization and fuel predictable business growth. With a combination of bold vision, curated tools and frameworks, and hands-on guidance, you’ll deliver experiences intentionally created to drive loyalty across customers’ most meaningful touchpoints.

Deliver Experiences that Fuel Growth

Mature The CX Function

Strengthen and scale the CX discipline with a clear understanding of which capabilities to build and how to build them.

Maximize The ROI Of CX Improvements

Align CX investments to the experiences that improve loyalty and impact revenue.

Tie CX To Business Results

Prove the impact of CX initiatives and secure funding by continuously linking CX to key business outcomes.​

Watch this video to see how Forrester Decisions helps customer experience leaders deliver experiences that fuel growth.

Key Priorities

As a customer experience leader, you’re on a mission to strengthen your CX organization by ensuring it continuously delivers and demonstrates value. Forrester Decisions for Customer Experience is tailored to help you succeed at your most pressing priorities:

  • Establish, fund, and scale the CX function.​
  • Gather and analyze data for customer insights.
  • Embed customer insights into the business.​
  • Design experiences that drive loyalty.
  • Enable CX with technology.
  • Measure CX performance and prove ROI.

What’s Included In This Service

Forrester Decisions services are uniquely built to give you strategic insights for your role as a business leader in your organization and help you deliver on your functional role as a division or department leader. Here’s what’s inside:

Stay ahead of changing customer and market dynamics, plan for the future, and set your strategy with leading customer experience research. ​

  • Customer obsession research
  • Customer insights
  • Trends and predictions
  • Market forecasts
  • Technology and service provider landscapes

Empower your team to conquer your priorities with proven strategic models and plug-and-play templates. ​

  • KPIs and peer benchmarks​
  • Assessments​
  • Strategic models​
  • Strategy templates​
  • Forrester Wave™ evaluations for your function
  • Certification courses

Accelerate progress and de-risk decisions with best practices tailored to you and your team​.

  • Guidance sessions​
  • Peer discussions
  • Event attendance​
  • Dedicated relationship management
Best Buy

Best Buy Evolves Its Leadership, Strategy, And Operations For Customer Obsession

Customer obsession is encoded in Best Buy’s DNA. Learn how working with Forrester helped the company sharpen its CX vision and infuse customer obsession throughout its operations.

Dell

Building A Scalable CX Team Structure With Dell

Discover how the Services organization at Dell designed a scalable CX team structure that’s gone from small to robust.

NRG Energy

NRG Shifted Its Culture For Customer Relationship Management

Find out how NRG created a customer-focused culture that strengthened and streamlined customer relationship management.

TD Bank

Achieving Cross-Functional Alignment For Customer Experience

Cross-functional alignment is critical in customer experience. Learn how Forrester helped rally TD Bank around CX.

Service Model Spotlight

The Forrester Customer Experience Leader Success Cycle

customer experience research

To bring customer obsession to life, CX leaders must organize stakeholders enterprisewide to create a consistent, on-brand, and high-quality experience. CX leaders who succeed will drive customer loyalty, deliver business results, and justify greater investment in CX.

Support For Executives, Leaders, And Team Members

Forrester Decisions for Customer Experience offers multiple levels of service to ensure the right expertise and degree of support for you and your team. All service levels offer access to customer experience research, tools, data, and certification courses.

 

VIP Leader

Leverage support from a trusted partner and former executive who understands your challenges and supports your strategic agenda every step of the way.

Availability may vary by geographic region.

Leader 

Procure deep expertise across your functional discipline through expert-led guidance sessions that help you apply unique research, tools, and data to your specific needs.

Team 

Develop a common language and toolset to strengthen your team’s expertise and skill sets with access to relevant certification courses and insights.

Meet A Few Of Our CX Analysts

Looking for more time with experts? 

Get in touch with our consultants to jump-start your initiative, execute on your Customer Experience transformational strategies, or anything in between.


Blog

Apple’s New Intelligence Is Here

Dipanjan Chatterjee 2 days ago
Apple, famously reticent about AI, broke its silence at its 2024 Worldwide Developers Conference (WWDC) and Forrester was there. Learn more about Apple Intelligence and find out what we gathered from the grand reveal.
Blog

How Luxury Brands Can Bolster Their DTC Business

Sucharita Kodali June 5, 2024
We reviewed luxury fashion brands based on long-term digital success and the strength of their direct-to-consumer operations.
Blog

Apple Is About To Cross Its AI Rubicon

Dipanjan Chatterjee June 5, 2024
Apple’s early reticence toward AI was entirely on brand. But that all changes on June 10 at its Worldwide Developers Conference (WWDC), the perfect occasion for Apple AI’s coming-out party. Learn how Apple will change its tune in this post.
Blog

Announcing The Customer Experience Strategy Consulting Services Landscape, Q2 2024

Judy Weader June 4, 2024
Nearly 60% of customer experience (CX) decision-makers say that improving CX is the top priority for their organization’s executives, but that doesn’t mean they have to — or choose to — go it alone. In The Customer Experience Strategy Consulting Services Landscape, Q2 2024, Forrester identified 31 firms that are helping businesses diagnose customer problems, […]

How can we help?

Fill out the form, and we will contact you.

0/500 Max characters reached

Thanks, we will be in touch soon. In the meantime please subscribe to our insights or give us a call:
+44 (0) 2073 237741 (Europe)
+1 615-395-3401 (United States)
+65 6426 7006 (Asia)