Forrester Study: Driving customer loyalty and revenue-impact through learning

About the Analyst Report

Learning platforms have evolved both in structure and capabilities to cater to the educational needs of customers. Today, they play a crucial role in fuelling Customer Education (CE) programmes to enhance Customer Experience (CX), retention and engagement.

Forrester Consulting finds that CX and CE strategies are closely intertwined. A good CE programme fulfils its purpose in helping customers realise value from their investments. However, many CE programmes today do not live up to expectations, as their current implementation struggles to meet this objective. The study further emphasises:

• Decision-makers are leveraging CE programmes to enhance CX, with 79% considering CE programs integral to their overall CX strategy.
• Robust CE programmes yield tangible financial outcomes, as decision-makers report improved product adoption (75%), shorter sales cycles (72%) and reduced support costs (63%)
• Seamless integration of CE programmes into the customer experience using learning platforms is crucial, making them intrinsic components of service or product interactions.