CAMBRIDGE, Mass., June 10, 2020 /PRNewswire/ -- Unprecedented levels of market uncertainty paired with new guidelines on how to serve customers during the pandemic are forcing brands to reimagine their interactions with customers. Aspects of customer experience (CX) that were integral to a brand experience before the pandemic are no longer valid and need to be revisited.
To help brands transform their customer experiences to become grounded in these changing customer needs, Forrester will unveil new research at its CX North America 2020 event, which will be held as a virtual experience from June 16–18, 2020. Forrester's research shows that today's consumers do not differentiate between a brand experience and customer experience. As a result, CX and marketing teams must work together to develop a unified vision and align resources to connect the brand promise and experience with the customer experience.
To foster stronger collaboration between these groups, at the event, Forrester will highlight key trends, share best practices, and unveil new research and data including Forrester's 2020 Customer Experience Index (CX Index™), a ranking of consumer brands that also reveals the latest key drivers of exceptional CX.
Key research themes that will be unveiled at CX North America 2020 include:
"CX transformation efforts bring numerous benefits to an organization, including increased customer retention and greater cross-sell opportunities," said Melissa Parrish, VP and group director at Forrester. "However, often CX professionals end up working in a silo and struggle to show how their efforts will produce business results. Our research will provide CX and marketing leaders with the necessary tools and frameworks that are required to build exceptional customer experiences that drive business outcomes."
Resources:
About Forrester
Forrester is one of the most influential research and advisory firms in the world. We work with business and technology leaders to drive customer-obsessed vision, strategy, and execution that accelerate growth. Forrester's unique insights are grounded in annual surveys of more than 690,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data and analytics, custom consulting, exclusive peer groups, certifications, and events, we are revolutionizing how businesses grow in the age of the customer; learn more at forrester.com.
CONTACT: Shweta Agarwal, sagarwal@forrester.com
SOURCE Forrester