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In volatile times, marketing, customer experience, and digital leaders in consumer-facing businesses can’t let shifting winds and heavy currents push their business off course. Instead, these business leaders must keep a cool head, resist knee-jerk reactions, and fine-tune strategies precisely and creatively to adapt to only the meaningful and substantial changes in the market and business environment.
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Target audience level: beginner and intermediate
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To navigate market volatility, consumer business leaders must optimize their focus and spend, master change management, and ratchet up risk management discipline.
Assess your customer obsession maturity and learn from organizations that are more advanced than you.
Forrester’s calculations prove that “saving” money by scaling back customer-focused initiatives can cost millions in the short and long term.
This report explains the four types of research you need to do to guide your design efforts — discovery, descriptive, evaluative, and monitoring — and how.
CX pros use guerrilla tactics to make the most of limited resources and create memorable moments that act as a catalyst for CX transformation.
Our customer experience (CX) vision development template provides a framework for creating a CX vision.
This report provides a downloadable dynamic prioritization tool and gives examples of how CX leaders enable a more precise understanding of which activities and initiatives will address the things that matter most to their customers and businesses.
This report uses inputs from qualitative research to highlight key drivers of value for customers along four dimensions: economic, functional, experiential, and symbolic.
Use a human picture to incorporate insights when identifying and assessing brand and business goals or designing your brand plan.
Prepare for six emerging technology shifts that will make digital experiences creative, conversational, perceptive, embodied, physical, and personified.
Digital business and strategy leaders should use subtractive innovation as a method to explore and test new ideas for their companies.
Learn about the current state of agentic systems and how they’re being used to help enterprises innovate business processes.
Understand the human experience of change, and master seven activities to improve your change leadership skills.
Leadership storytelling is vital to guide teams through uncertainty and ambiguity.
To drive higher workforce productivity with genAI, you need to invest far more in training and upskilling than you do today.
Use employee sentiment and activity data to understand how to support workers, not to try to catch them being unproductive.
The three lines of defense model isn’t a sufficient foundation for good risk management. Use the Forrester Continuous Risk Management Model instead.
This report details the five competencies of the Forrester Enterprise Risk Management (ERM) Success Cycle all risk pros must master to successfully guide their firm in strategic decision-making.
Learn how to take your organization’s CX strategy and function to the next level.
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
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
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
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
Generative AI (genAI) has distinct security-, efficiency-, and agility-boosting effects in customer identity and access management (IAM), anti-money laundering (AML), and fraud management. This webinar highlights how to use these capabilities.Key takeaways: Learn the uses of genAI in customer IAM.Discover the uses of genAI in fraud management and AML.Explore the risks of genAI and how to overcome them.Target audience level: intermediate and advanced
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