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Forrester Introduces New Forrester Decisions Service For Customer Experience Leaders

Forrester introduces Forrester Decisions for Customer Experience to help customer experience (CX) leaders and their teams strengthen and scale the CX discipline, maximize the ROI of CX improvements, and align CX investments to the experiences that improve loyalty and drive revenue. This service offers bold vision research, curated tools and frameworks, and hands-on guidance to enable organizations to create consistent, on-brand, and high-quality experiences that deliver tangible business results.

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According to Forrester’s US 2021 Customer Experience Index (CX Index), companies that focused on improving customer experiences excelled during the pandemic, with 21% of brands receiving a significantly higher score for CX quality. In fact, companies that put the customer at the center of their leadership, strategy, and operations grow revenue, profits, employee engagement, and retain customers at more than twice the rate of other firms. Those firms’ customers are 2.4x more likely to stay with them, 2.7x more likely to spend more with them, and 10x more likely to recommend them. Furthermore, loyal customers will pay up to 200% more for a preferred brand.

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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 analyzing 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 prioritization and budget it deserves. Forrester Decisions for Customer Experience focuses on elevating the CX function within the organization 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.”

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