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

That’s A Wrap For CX Summit North America: Now, The Hard Work Begins

Rick Parrish 4 days ago
CX Summit North America left us with much to think about — and much to put into motion at our organizations. Here are a few parting thoughts from Nashville.
Blog

CX Summit North America Day 2: Achieving Boundless Experiences Through Alignment

Rick Parrish 5 days ago
While AI will help usher in a dynamic future for customer experiences, getting the human element right remains essential. Read some of the highlights from our second full day in Nashville.
Blog

CX Summit North America Day 1: Exploring The Boundless Potential Of Humans + AI

Rick Parrish 6 days ago
On the first full day of CX Summit North America, we explored the magic and mayhem of AI in CX and its potential to fuel next-level experiences.
Blog

Overall Canada Customer Experience Quality Drops To A Historic Low

Pete Jacques 7 days ago
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

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