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) programs to enhance Customer Experience (CX), retention, and engagement.

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

• Decision-makers are leveraging CE programs to enhance CX, with 79% considering CE programs integral to their overall CX strategy.
• Robust CE programs 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 programs into the customer experience using learning platforms is crucial, making them intrinsic components of service or product interactions.