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
#543: Better Together: CX + Digital + Marketing with AJ Joplin, Forrester
Today, from the Forrester CX Summit North America in Nashville, we are thrilled to have AJ Joplin, Senior Analyst at Forrester, with us to discuss the crucial alignment of customer …
#542: Forging Boundless Experiences with Humans + AI with JP Gownder, Forrester
The adoption of AI into customer experiences, and marketing efforts is happening—rapidly. But it’s not enough to just slap AI onto an existing interaction. Success lies in how humans plus AI work together to create what my guest today calls boundless experiences. Today, from the Forrester CX Summit North…
3 Takeaways from Forrester CX Summit
For those able to make it to Nashville for the 2024 Forrester CX Summit North America, there was a lot to see, hear, and experience. The theme, centered around AI augmentation (rather than replacement) of human teams was woven throughout multiple days and sessions.
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