Home > What We Offer > Research > Forrester Decisions for Customer Experience Forrester Decisions for Customer Experience Devoted customers will pay 50% to 200% more to stay with your brand. Inspiring and maintaining such loyalty requires your organization to master the discipline of customer experience (CX), which necessitates a shift from the “quick fix” mentality to a continuous transformational effort. Forrester Decisions for Customer Experience empowers CX leaders to mature their organization and fuel predictable business growth. With a combination of bold vision, curated tools and frameworks, and hands-on guidance, you’ll deliver experiences intentionally created to drive loyalty across customers’ most meaningful touchpoints. English DELIVER EXPERIENCES THAT FUEL GROWTH Mature The CX Function Strengthen and scale the CX discipline with a clear understanding of which capabilities to build and how to build them. Maximize The ROI Of CX Improvements Align CX investments to the experiences that improve loyalty and impact revenue. Tie CX To Business Results Prove the impact of CX initiatives and secure funding by continuously linking CX to key business outcomes. START A CONVERSATION KEY PRIORITIES As a customer experience leader, you’re on a mission to strengthen your CX organization by ensuring it continuously delivers and demonstrates value. Forrester Decisions for Customer Experience is tailored to help you succeed at your most pressing priorities: Establish, fund, and scale the CX function. Collect and analyze data for customer insights. Embed customer insights into the business. Design experiences that drive loyalty. Enable CX with technology. Measure CX performance and prove ROI. WHAT’S INCLUDED IN THIS SERVICE Forrester Decisions services are uniquely built to give you strategic insights for your role as a business leader in your organization and help you deliver on your functional role as a division or department leader. Here’s what’s inside: Stay ahead of changing customer and market dynamics, plan for the future, and set your strategy with leading research. Customer obsession research Customer insights Trends and predictions Market forecasts Technology and service provider landscapes Empower your team to conquer your priorities with proven strategic models and plug-and-play templates. KPIs and peer benchmarks Assessments Strategic models Strategy templates Forrester Wave™ evaluations for your function Certification courses Accelerate progress and de-risk decisions with best practices tailored to you and your team. Guidance sessions Peer discussions Event attendance Dedicated relationship management I am constantly being inspired by the research Forrester produces — in my case, research to improve our ability to design and inspire customer experience. — Yvan Goupil, head of customer and marketing insight, Virgin Money UK Service Model Spotlight The Forrester Customer Experience Leader Success Cycle To bring customer obsession to life, CX leaders must organize stakeholders enterprisewide to create a consistent, on-brand, and high-quality experience. CX leaders who succeed will drive customer loyalty, deliver business results, and justify greater investment in CX. SUPPORT FOR EXECUTIVES, LEADERS, AND TEAM MEMBERS Forrester Decisions for Customer Experience offers multiple levels of service to ensure the right expertise and degree of support for you and your team. All service levels offer access to research, tools, data, and certification courses. VIP Leader Leverage support from a trusted partner and former executive who understands your challenges and supports your strategic agenda every step of the way. Availability may vary by geographic region. Leader Procure deep expertise across your functional discipline through expert-led guidance sessions that help you apply unique research, tools, and data to your specific needs. Team Develop a common language and toolset to strengthen your team’s expertise and skill sets with access to relevant certification courses and insights. MEET A FEW OF OUR CX ANALYSTS Judy Weader Senior Analyst Cinny Little Principal Analyst Andrew Hogan Principal Analyst Su Doyle CX Exec Partner & Sr Analyst Looking for more time with experts? Get in touch with our consultants to jump-start your initiative, execute on your Customer Experience transformational strategies, or anything in between. Learn More About Consulting Options Blog Tendances Retail et eCommerce 2022 Thomas Husson 1 day ago Vidéo du keynote du One to One de Monaco sur les tendances retail et eCommerce Read More Blog The President’s New Management Agenda Has A Clear Approach To Strengthen Customer Experience Rick Parrish 2 days ago The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it. Read More Blog Authenticité, marketing, et transformation durable. Thomas Husson 5 days ago Vidéo du discours d'ouverture sur le thème de l'authenticité à la conférence Digital Marketing One To One de Biarritz Read More How can we help? Fill out the form, and we will contact you. 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