Forrester And The Heath Brothers Announce Partnership To Create Breakaway CX With Client Firms

CAMBRIDGE, Mass. and SANTA CLARA, Calif., July 17, 2017

Through this exclusive partnership, Forrester and The Heath Brothers are providing training, ideation, and consulting services to client teams using the Defining Moments methodology and best practices in CX innovation. Their combined capabilities bring frameworks and tools based on social science together with proven best practices in CX and Forrester's Customer Experience Index (CX Index™) platform that gives firms actionable insights about the quality of their customers' experiences, competitive benchmark data, and the ability to model where to focus CX improvement efforts that have the biggest impact on loyalty and revenue.

"For most companies, 80% of resources that are spent to improve CX go to fi­xing pain points for dissatisfied customers – but Forrester's CX Index data reveals that companies can achieve up to nine times the revenue gains by engineering the emotional peaks, or what we call defining moments, in the experience for more loyal customers," Mack Brothers, chief consulting officer at Forrester, said. "This industry-first partnership will apply cutting-edge methods, best practices, and data insights to help business and technology leaders innovate their CX and drive revenue growth."

"We've worked with CX experts at Forrester Consulting over four pilot projects with top B2C and B2B companies, and it's been phenomenal to witness how quickly they embraced the framework and generated fresh ideas that make CX really stand out from the pack," Chip Heath, professor, Stanford Graduate School of Business, said. "We're really excited about this partnership and the opportunity to work with Forrester and their client teams to get the kinds of results we saw at Southwest and other brands we highlight in our upcoming book."

Visit go.forrester.com/definingmoments to learn more and sign up for updates.

About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester's unique insights are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.