How To Set CX Metrics Goals

Forrester’s data and research consistently show how companies that focus resources and strategy on delivering value to customers outperform their competitors on several business measures. Ensuring that B2B customers receive the best postsale experience requires proactive engagement through customer success and customer marketing, as well as personalized and effective reactive engagement whenever they encounter a problem or need support. However, once OpenAI released GPT-4, everything everyone thought they knew about great customer service strategy and execution got turned on its head. Customer service and support teams have the most to gain — or change — through the use of generative, predictive, and agentic AI.Please join Laura Ramos, VP and principal analyst at Forrester, as she explores the latest trends impacting B2B customer service and how generative, predictive, and agentic AI stand to redefine the purpose, role, and results of teams that support B2B customers postsale.Key takeaways: Learn what’s unique about B2B customer service and the changing opportunities that Forrester sees for clients in this space.Discover the top challenges that B2B customers face when delivering effective, differentiating support that truly impacts the customer’s experience.Explore how AI will help solve those challenges while also permanently changing the role and scope of customer service for companies that sell highly considered products and services.Target audience level: intermediate

Laura Ramos

 

Join our webinar to discover how emerging technologies will reshape digital experiences in the next decade. We explore how organizations can deliver modern interfaces, deepen consumer understanding through advanced analytics, enhance decision-making with intelligent automation, and orchestrate and accelerate experience delivery. We also discuss how these innovations are driving a shift toward more human-centered and empowering experiences.Key takeaways: Learn which emerging technologies will have the greatest impact on digital experiences.Learn how these innovations will enable more assistive, anticipatory, and agentic experiences.Target audience level: all levels

Aurelie L'Hostis

 

In today’s rapidly evolving healthcare landscape, organizations must transform into intelligent healthcare organizations (IHOs) to meet rising expectations from both employees and patients. This webinar explores how becoming an IHO is not a final destination but an ongoing practice that requires more than just technology investment. It involves reimagining workflows, delivering personalized content, building resilient strategies, and fostering intuitive interactions.Despite challenges like internal skill gaps and weak vendor relationships, healthcare leaders can overcome these barriers by adopting Forrester’s Intelligent Healthcare Organization Framework. This approach empowers leaders to evaluate technology with a functions-first mindset and build strategic partnerships. Join us to learn how to infuse clinical intelligence across your enterprise and drive meaningful transformation.Key takeaways: Discover Forrester’s Intelligent Healthcare Organization Framework, a strategic model designed to guide healthcare leaders through the transformation into intelligent, adaptive organizations.Learn how to prepare for the future through smarter tech decisions, including how to evaluate enterprise technology with a functions-first mindset and build resilient, purpose-driven partnerships.Target audience level: intermediate

Shannon Germain Farraher

 

Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score reveals that US banks’ brand promises aren’t resonating and CX has declined. What’s going wrong, and which banks are getting it right?Key takeaways: Get an overview of Forrester’s US banking Total Experience Score, which measures how well a brand’s promise resonates with both customers and noncustomers ֫— via Forrester’s Brand Experience Index (BX Index™) — and how customers feel about their actual interactions with the brand — through Forrester’s Customer Experience Index (CX Index™).Learn which US direct and multichannel banks are providing the best brand and customer experience and earning the most trust.Discover the keys to total experience leadership for US banks to win over prospects and to better serve and retain existing customers.Target audience level: all levels

Alyson Clarke

 

Building effective cross-functional relationships can be the difference between a successful customer experience (CX) transformation and one that struggles. Join us as we walk through a new series of tools that CX pros can use to collaborate with stakeholders.Key takeaways: Identify key influencers around the organization to collaborate with.Lear how tp align CX value with the organizational outcomes your influencers care about.Explore how to build an approach plan to engage influencers to amplify and accelerate CX impact in the organization.Target audience level: all levels

Su Doyle

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Angelina Gennis

 

The results from our 2025 global survey into the state of customer feedback management and customer experience (CX) measurement programs are in! Join us for this webinar to discuss the results.Key takeaways: How CX leaders around the world manage customer feedback and measure CX.The key listening posts and metrics CX leaders and their organizations rely on.How CX leaders embed metrics and insights into their organizations.The technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels

Colleen Fazio

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Maxie Schmidt