CX Dive dug into the stories shaping the future of customer experience. Here are the five trends to watch in 2025: Every ...

Exploring Generative AI to enhance your customer experience but not sure where to start? Elevate your CX strategy with insights from Forrester's GenAI report, Generative AI Essentials for CX Leaders, ...

The Forrester data finds that consumers enjoyed ... One-fifth of retail and consumer goods firms will put the brakes on “better CX at all costs.” Why would a company or brand be willing ...

What’s the outlook—and opportunity—for CX in 2025? It looks like 2025 will be another year of CX mediocrity for most brands. Don’t lose hope! For the bold CX leaders who are ready to kick things into ...

Banks’ customer experience (CX) and customer loyalty are expected to continue deteriorating through 2025 as more ...

NEW YORK ? A Forrester Research executive at CXNYC 2015 said brands such as Amazon, AT&T U-verse, JetBlue and Edward Jones are models for how an effective customer experience with a strong loyalty ...

n fact, 80% of companies believe they deliver "super experiences," but only 8% of customers agree. The CX delivery gap is a chasm. More recently, Forrester reported that the average CX index score is ...

Mobile banking experiences are a crucial component of the overall digital banking experience – and therefore should be a top priority for banks. Forrester’s CX Index™ research shows that customer ...

In past roles, Sam started a CX team for the footwear company New Balance and worked in research and consulting roles at Forrester Research. While there, Sam launched Forrester’s ground-breaking ...