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
forrester.com/playbooks

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Forrester’s Consulting Services for Customer Experience Professionals include the following, each of
which can be modified for delivery as advisory sessions or workshops, or assembled into longer, more
complex projects and programs:
Strategy Development. Create a CX strategy that aligns with your corporate and brand strategies
and that specifies the experience you want your customers to have when they interact with your
organization. Work with Forrester analysts to prioritize investments, define appropriate timelines,
and establish key milestones for executing your strategy.
Customer Journey And Ecosystem Mapping. CX initiatives can only succeed when you master your
ecosystem: the complex set of relationships among your employees, your partners, and your customers.
Diagnose the source of problems that cause customers’ experiences to fall short of expectations.
Customer Experience Maturity Assessment. To go from incremental improvements to breakthrough
transformation, companies must master six high-level CX disciplines: strategy, customer understanding,
design, measurement, governance, and culture. Evaluate your organization’s CX skills and processes to
identify capability gaps and develop a road map for moving forward.
The Forrester Consulting Difference
Depth
With research based on nearly 30 years of proprietary global data that includes consumer, workforce,
and business technology trends, Forrester is unique among research and advisory firms. Our analysts
take an outside-in approach and come to the table armed with role, industry, technology, and market
insights that enable you to make decisions confidently, take action quickly, and work efficiently.
Objectivity
Unlike other firms whose advice may be influenced by commercial interests, Forrester remains
independent of any technology or vendor bias. Your decisions are informed by expert, research-driven
recommendations from our trusted advisors.
Expertise
Traditional consulting firms staff their projects with junior resources, whereas Forrester analysts
participate in all of our consulting work. Resolve your specific business challenges through close
collaboration with the same analysts who conduct our research.
For More Information
To learn how Forrester’s Consulting Services can inform and guide your decisions, please contact your
account manager or email our team at consulting@forrester.com.