Su Doyle

Su Doyle, a Principal Analyst on Forrester's Customer Experience team, and Shari Srebnik, a Principal Analyst focused on B2B Customer Success, dive into the interplay between CX and CS. They discuss their unique goals—CX aiming for perception and loyalty, while CS hones in on retention and growth. Key metrics are explored, including NPS for CX and retention rates for CS. Insights on how these teams can collaborate effectively to enhance customer journeys and drive business outcomes make for a compelling conversation.