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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.
Key takeaways:
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.
CX pros should use multiple weighted categories of criteria to enable an advanced understanding of which projects will address what matters most.
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.
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
The results of the recent Forrester Wave™ for commerce search and product discovery are in. Join us as we show and discuss a market that is speeding ahead, rapidly evolving how digital merchants present and personalize their products and services.Key takeaways: Learn about the leading vendors in this market.Understand the key differentiators in commerce search and product discovery.Identify the "gotchas" when designing agentic shopping assistants.Target audience level: all levels
The CX function can sit in many places on an org chart, and determining its proper location requires evaluating many complex variables. There's no common wisdom on one perfect spot where it can be successful, but there are many questions that can help you identify where the CX function should sit in your organization — or validate its current location.Key takeaways: Learn about the key variables that affect the CX function's success and can help identify its ideal location.Get introduced to Forrester's "Workshop-In-A-Box," which will help you determine where the CX function should sit in your organization.Target audience level: all levels
Join Forrester principal analysts Judy Weader and Arielle Trzcinski to hear about the total experience for US health insurers. This webinar covers the components of the Total Experience Score — Customer Experience Index (CX Index™) and Brand Experience Index (BX Index™) — as well as how trust impacts quality perceptions and loyalty indicators.Key takeaways: Learn about the key ratings of total experience, customer experience, and brand experience.Understand the impact of trust on quality perception and loyalty.Target audience level: all levels
As digital business leaders work on 2026 budgets, they are determining where to focus their resources and investments for maximum impact. Join Oliwia Berdak, Emily Pfeiffer, and Fiona Swerdlow as they discuss budgeting for digital business leaders in a time of uncertainty. They will discuss challenges – and opportunities – to anticipate in 2026 and provide recommendations on where to invest, where to decelerate or cut investments, and where to strategically experiment to grow the business for the near and longer term.Key takeaways: How can leaders make the biggest impact with lasting benefits for customers, employees, and their organization?For which areas should they allocate budget to test and experiment toward future growth?In what areas should they invest in 2026?How do they make the most of existing technology and optimize spend overall?Target audience level: beginner and 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