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

CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for C

How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to help Forrester teams and clients experime

Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024

Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forresters collection of case studies that capture diverse efforts to build a customer-foc