Customer Experience

To succeed, customer experience (CX) leaders must invest in strengthening core capabilities that enable their organizations to turn customer-centric strategies into real, impactful experiences. This guide from Forrester offers data-driven insights to help you determine where to increase, decrease or experiment with your CX budgets for 2025.

On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand.

By showing that you understand your customers, you create the right circumstances to win customer loyalty. Learn how to embed empathy into your CX.

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.

On this episode, we discuss a longstanding focus for customer experience leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.