Its time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forresters B2B Summit, diving into insights shared on

CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and whats most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools t

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportuniti

Youve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? H

In our second episode showcasing E.ONs journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Man

Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustain

Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must bala

What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in laymans terms and offers recent C

Product managers and CX pros have a lot of overlapping skills and responsibilities. What are they, and how can they lead to powerful collaboration? Principal Analyst Sam Somashekar gives an initial ov

Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initia