Forrester Launches Forrester Decisions to Help CX Leaders Strengthen ROI
Forrester introduces Forrester Decisions for Customer Experience to help customer experience (CX) leaders and their teams strengthen and scale the CX discipline. They can maximise the ROI of CX improvements and align CX investments to the experiences, improving loyalty and driving revenue. This service offers bold vision research, curated tools and frameworks, and hands-on guidance to enable organisations to […]
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Forrester introduces Forrester Decisions for Customer Experience to help customer experience (CX) leaders and their teams strengthen and scale the CX discipline. They can maximise the ROI of CX improvements and align CX investments to the experiences, improving loyalty and driving revenue. This service offers bold vision research, curated tools and frameworks, and hands-on guidance to enable organisations to create consistent, on-brand, and high-quality experiences that deliver tangible business results.
Also Read: The Importance of Customer Experience In 2021
Forrester Decisions for Customer Experience is part of a portfolio of 15 research services designed for executives, functional leaders, and their teams — across technology, marketing, CX, sales, and product management. It equips executives to move quickly, de-risk decisions, and save time and money when tackling their most pressing priorities. The priorities for the Forrester Decisions for Customer Experience service include:
- Establishing, funding, and scaling the CX function
- Collecting and analysing data for customer insights
- Embedding customer insights into the business
- Designing experiences that drive loyalty
- Enabling CX with technology
- Measuring CX performance and proving ROI
“Customer experience has never been so important,” said Sharyn Leaver, SVP of research at Forrester. “But too often, CX falls between the cracks of traditional business silos and fails to receive the prioritisation and budget it deserves. Forrester Decisions for Customer Experience focuses on elevating the CX function within the organisation and aligning all departments to the needs and demands of the customer. It also directly ties to business results, increasing the value of CX efforts and strengthening the business case for greater investment.”
Additionally, Forrester Decisions offers a personalised digital experience to help users intuitively navigate and share content. Forrester Decisions for Customer Experience includes three core components to help CX leaders make progress on today’s priorities and plan for the future:
Bold vision research showcasing the latest insights, trends, predictions, and market forecasts to stay ahead of shifting customer and market dynamics.
Curated tools and frameworks to tackle priorities with strategic models and plug-and-play templates.
Hands-on guidance to apply Forrester research to specific needs.
