Understanding Forrester’s four dimensions of superior customer experience

Analysis by research firm Forrester has found that “Consumer Energy” plays a central role in how people react to brand activities such as innovation.

Research firm Forrester has outlined a framework for improving customer experience (CX) – and it rests on understanding the “energy” and attitudes that consumers have with brands.

Anjali Lai, a Forrester senior analyst, pointed out that 67% of global business leaders say that improving CX is a top priority next year, while the number of CX executive roles has grown more than tenfold in the past five years.

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