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Gearing up to deliver great experiences? Start with why your organization is investing in Customer Experience (CX). Whether the objective is revenue, growth, profitability, retention, innovation, or brand value, organizations need a unique set of capabilities to determine what customers need, design and test solutions, and deliver for customers.
Key takeaways:
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Successful CX functions direct, influence, or inform activities that determine what customers need; design and test solutions; and deliver products and services.
This report describes the 14 most common business objectives for investing in CX and how CX leaders must sharpen their capabilities to match.
This collection of organizational charts provides examples of how CX teams are designed to achieve company goals.
CX functions must align with business objectives to secure funding. This report includes a template to prioritize objectives based on stakeholder needs.
This tool enables CX leaders to evaluate their current capabilities to understand the business objectives they are best (and least) equipped to achieve.
This interactive tool evaluates how well an organization performs CX capabilities to improve revenue, cost, resilience, or industry rankings.
This interactive template provides a structured approach to inventory CX resources across the enterprise, based on organizational objectives.
The increasing prevalence of deepfakes in digital, online interactions has become a serious problem. They can wreak havoc on organizations by causing fraud losses, compliance issues, and reputational damage. But while deepfakes are getting harder to detect, there’s hope for organizations to manage and defeat them. Join Forrester for this webinar discussing protecting your organization from deepfakes and find out what works —and what doesn’t.Key takeaways: Discover why deepfakes are problematic in digital business.Understand why deepfakes are hard to fight.Learn how your organization can get started.Discover what vendors are doing.Target audience level: beginner and intermediate
Anyone who sells software or digital goods online and wants to grow through globalization will at least consider a third-party Merchant Of Record model. Merchant of Record (MOR) solutions have existed for decades, but the industry has made headlines recently with some notable departures: Digital River, a former heavyweight in the market, is closing up shop, and a relative newcomer in the category, Lemon Squeezy, was acquired by payments heavyweight Stripe, which, per its founder, will “scale Merchant Of Record selling in a big way.”In this webinar, Forrester analyst Lily Varon is joined by a panel of CEOs from three major players in the MOR solution space: David Nachman, CEO of FastSpring; Jimmy Fitzgerald, CEO of Paddle; and Wendi Sturgis, CEO of Cleverbridge. Key takeaways: Understand what is really going on with the Merchant Of Record market right now.Learn how to avoid common pitfalls of MOR selling.Discover the best ways for digital leaders to prepare for the future of MOR selling.Target audience level: all levels
Your B2B customers expect personalized interactions on their terms and timelines. Outdated marketing, sales, and postsale processes have failed to meet their changing expectations, resulting in poor experiences that make it harder to retain accounts and grow them further. Customer success is uniquely positioned to engage customers and help them achieve meaningful results, but only if you elevate its role in transforming revenue processes that create more durable growth.Key takeaways: Learn why customers are the key to stable, long-term growth.Understand the role of customer success in transforming revenue processes.Explore how top CS teams guide customers through four distinct postsale stages of the Opportunity Lifecycle framework.Target audience level: intermediate
The most recent Forrester Wave evaluation of order management system (OMS) vendors uncovered a story of evolution —on the part of both the vendors and the brands and retailers that use them. Learn how businesses are leveraging these tools to optimize inventory, fulfillment, and digital operations.Key takeaways: OMS rip-and-replace projects are rarer than ever; learn how digital businesses are making these changes.Target audience level: all levels
Join the Forrester Healthcare team as we delve into the key trends for healthcare providers and health insurers for 2025. During this webinar, we will dissect what these trends mean for your business and customers and offer our insightful perspectives on the HIMSS event from the previous week.Key takeaways: Discover the major trends and challenges facing healthcare providers in the upcoming year and learn strategies for effective response.Uncover the critical trends and obstacles for health insurers in 2025, along with practical advice to thrive in the months ahead.Gain insights into the most talked-about trends from HIMSS, the largest annual event in healthcare.Target audience level: all levels
Retail and commerce media networks are generating tremendous attention and revenue within the marketing world. Analysts Sucharita Kodali and Nikhil Lai cut through the jargon and discuss some hard truths and opportunities for merchants, brands, and technology companies.Key takeaways: Learn clear definitions of industry jargon.Receive estimates on the size of the retail media opportunity.Explore challenges and best practices that drive success for all players in the ecosystem.Target audience level: all levels