1. In the Age of the Customer, business success is directly correlated to how well you define, implement,
and manage your company’s customer experience (CX). To cut costs and boost revenues, your company
must transform itself into a more customer-centric brand. This means adopting a more disciplined
approach to customer experience by creating a comprehensive strategy; reassessing the value of programs
such as Voice of the Customer; measuring and optimizing digital user experience; and prioritizing
investments that support your customers’ needs and solve their problems.
Research-Based Consulting To Guide Your Critical Initiatives
An expansion of our core research and tools, Forrester’s Consulting Services deliver a deeper level of
analyst engagement that focuses on your critical initiatives. Working with thousands of your peers
worldwide enables us to identify common challenges that customer experience professionals are facing,
and to develop solutions based on our rigorous, objective methodologies.
Our consulting services are grounded in Forrester’s Playbook framework of integrated research reports,
tools, and templates. Playbook-driven engagements provide insights to guide you through any phase of
your challenge — from discovering the underlying business opportunity to optimizing the results.
Advisory sessions
Internalize best practices during these high-impact sessions with Forrester analysts. Advisory typically
focuses our resources on one of the four Playbook phases: Discover, Plan, Act, or Optimize.
Workshops
These one- or two-day intensive sessions are conducted by Forrester analysts. Depending on the
Playbook phase you’ve reached, workshops can help you educate stakeholders, build consensus and
justify investments, or sharpen your team’s knowledge and skill set.
Projects
Not all challenges can be resolved in a day. Using our Playbook research framework, we’ll design
a custom engagement that delivers relevant, targeted guidance throughout the most crucial
junctures in your initiative.
Business
Case
Vision Assessment
Landscape
Road Map
Strategic
Plan
Tools And
Technology
Organization
BenchmarksProcesses
Continuous
Improvement
Performance
Management
DISCOVER PLAN ACT OPTIMIZE
CONSULTING
Customer Experience
Professionals
Explore Forrester
Playbooks at
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