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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Andrew Hogan

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

    February 26, 2020 | Andrew Hogan

    Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize...

  • Report Design Your Customer Success Program To Drive Value For Your Business

    February 5, 2020 | TJ Keitt

    Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? The answer...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Value For Customers: The Four Dimensions That Matter

    An Introduction To Forrester's Value-For-Customer Framework

    Firms that create value for customers get business value in return. But most customer experience (CX) professionals work in organizations that fail to deliver value to customers because they think...

  • Report Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

  • Report How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

  • Playbook The CX Transformation Playbook

    Why And How To Lead A CX Transformation

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...