Expert Mode: Unlocking the Network Effect of AI in Marketing
The transformative potential of artificial intelligence (AI) in marketing is no longer a futuristic fantasy; it’s rapidly becoming a tangible reality. But while many organizations focus…
CMSWire: CX Quality Is Falling—Forrester Says Total Experience Can Fix It
This article was written by Greg Kihlström for CMSWire. About 1,500 customer experience, digital-business and B2C marketing leaders converged here in Nashville June 23-26 to better…
#700: Winning and retaining the distracted consumer with Kelsey Chickering, Forrester
We are here at Forrester CX Summit 2025 in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences…
#698: Staying customer-centric in the race to adopt agentic AI with Stephanie Liu, Forrester
If your AI roadmap doesn’t include your customer, is it really a roadmap—or just a bridge to nowhere? Agility requires remembering who pays the bills: the…
#697: Building the total experience for customers with AJ Joplin, Forrester
Does your AI-based interface talk to customers the way a real person would or is it tech for tech’s sake? We are here at Forrester CX…
#696: The network effect on CX of AI plus employees with Jay Pattisall, Forrester
Agility isn’t about adding more tech; it’s about multiplying human impact. Today we’re exploring the network effect of AI and how it helps employees create powerful…
Forrester Introduces The Total Experience Score: A New Metric For Measuring The Power Of A Unified Brand And Customer Experience
Aligning brand and customer experience empowers companies to outperform competitors, achieve up to 3.5x revenue growth, and earn higher customer retention and loyalty
Forrester’s 2025 Global Customer Experience Index Rankings: 21% Of Brands Declined, 6% Improved, And 73% Remained Unchanged
CX hit an all-time low in North America, while Europe made some gains and Asia Pacific struggled
