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Transform The Customer Experience

In an era of empowered, perpetually connected customers, you need your customers more than they need you. To succeed, you must get serious about the way you define, implement, and manage the customer experience.

Stephen Cannon, President & CEO of Mercedes-Benz USA, speaking at Forrester's Customer Experience East Forum 2014. (1:43)

Outside In: The Power of Putting Customers at the Center of Your Business

Outside In book coverCustomer experience is your only source of sustainable competitive advantage. But how can you master it?

Outside In offers a complete road map to attaining the experience advantage. Based on 14 years of research by the customer experience leaders at Forrester Research, this book shows you how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. With dozens of diverse case studies from around the world, Outside In is the one resource you need to turn customer experience into growth and profit.

Order Now: 800ceoread (bulk orders)

Does It Really Pay Off?

Your customers' perception of their interactions with your company impacts your bottom line. Even investors reward customer experience leaders.

Who are the leaders within your industry? Are you one?

Review The Results

Customer Experience For Government

In the Age of the Citizen, governments must transform the customer experience by improving access to information and services. Find out how Forrester Government provides trusted insight for decisive leaders.

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