This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scopin

We continue our series on Prudentials CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakehold

Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and

CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Custom

In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score (NPS) to not only measure cust

Brands want customer feedback, and Forrester research shows that customers are willing to give itwhen asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly de

Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and

Personas are a foundational, seemingly simple toolyet theyre deceptively challenging. Thats the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice r

Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead t

Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Ricca