Case Study: Forrester achieves scalable, high‑impact CX certification (1,200+ trained, 92% completion) with NovoEd

Enabling Customer Experience as a Business Discipline

Forrester, a leading research and advisory firm, needed to scale a customer experience (CX) training program that was online, social, and highly practical for global practitioners. To build its CX Certification Program (launched July 2018) and meet requirements for collaborative, mentor-supported learning, Forrester partnered with NovoEd and used NovoEd’s configurable collaborative learning platform.

Using NovoEd’s platform Forrester launched a three-level, experiential certification with monthly 8-week cohorts and hands-on lessons, peer projects, and mentor feedback. The program has certified more than 1,200 professionals from 43 countries (including participants from 300+ Fortune 5000 companies), achieved a 92% completion rate, and produced large confidence gains—crafting a brand-aligned CX vision (~2.5x), establishing a customer-centric culture (nearly doubled), and developing CX measurement (>2.5x)—while reducing development costs and accelerating time-to-market thanks to NovoEd’s out-of-the-box configurability.

Forrester

Erin Streeter

Vice President, Certification Products