Sponsored Article
Forsta is redefining what it means to scale customer experience. By uniting their legacy of deep customer experience (CX) expertise with advanced feedback and analytics capabilities, Forsta enables organizations to connect people, data and outcomes into a unified system of experiences that drive growth and loyalty at every touchpoint.
CX transformations often start with momentum; pilot programs spark excitement, departments rally around new ideas and early wins build confidence.
The real transformation, however, comes with scale. As organizations grow — serving thousands of customers, locations and touchpoints — the opportunity isn’t just to maintain quality, but to elevate it. When every interaction feels seamless and personal, trust deepens, loyalty strengthens and growth accelerates.
In fact, Forsta’s original research shows that 58% of consumers place a premium on consistency across touchpoints; even more than on the quality of individual interactions. At scale, this creates a powerful opportunity: when every channel consistently works together, confidence grows stronger and trust becomes a defining part of the brand.
For today’s CX leaders, the real challenge isn’t just to deliver satisfaction in one channel. It’s to create seamless, trusted experiences everywhere, every time a customer engages. Those who achieve this consistency set a new standard for loyalty and long-term growth.
Why Consistency Creates Confidence
Satisfaction in a single channel is no longer enough. Today’s consumers want more than a good interaction in one channel, they expect to be recognized and supported consistently, wherever they engage. Nearly one in three say they would switch brands for a more seamless, personalized journey. This means organizations that get it right across channels can quickly stand apart.
The good news is that customers aren’t asking for gimmicks. What they value most is functional consistency. In fact, 28% of US consumers rank their top experience as simply not having to repeat their issue across multiple agents or platforms. That’s a powerful opportunity: by connecting insights across teams and channels, brands can deliver the kind of effortless continuity that builds confidence and loyalty.
Leaders who succeed at scale are already showing how it’s done. They’re turning complexity into clarity by consolidating tools and dashboards into a single connected view. They’re aligning marketing, operations and frontline teams around shared insights. And they’re meeting rising expectations with journeys that feel smooth and personalized from start to finish. The payoff is measurable: faster decisions, lower cost-to-serve and experiences that drive loyalty, revenue and long-term growth.
With these practices in place, CX moves beyond incremental fixes. It becomes a system of experiences that consistently strengthens trust and fuels growth — no matter where or how customers choose to connect.
Connecting Data, People and Performance
Scaling CX isn’t just about managing complexity, it's about unlocking new opportunities for connection, trust and growth. With its expanded capabilities, Forsta helps organizations bring together feedback, digital presence and operational performance into one connected system. This allows leaders to guide experiences seamlessly, from the first online search to the final service interaction.
This means moving beyond surveys and metrics to integrate insights across every location and channel. By combining direct and indirect customer feedback, reputation management and location-level analytics, organizations gain:
- See opportunities faster, with real-time visibility into emerging trends.
- Understand customers more deeply, uncovering the “why” behind sentiment and behavior.
- Enterprise-wide alignment that keeps teams, regions and roles all working toward the same outcomes.
The result is a system of confidence — where every team and touchpoint contributes to a consistent, trusted experience. By connecting data into one clear picture, leaders don’t just keep up with expectations; they set a new standard for loyalty and growth at scale.
What Customers Value Most at Scale
Consistency isn’t just an internal goal — it’s what customers themselves value most. Forsta’s research shows that consumers don’t define personalization by gimmicks, but by reliability across every interaction. Nearly one in three say they would switch brands for a smoother journey.
This creates a powerful opportunity. When organizations connect the dots between calls, chats, in-store visits, digital platforms and even local search, they turn everyday interactions into moments of confidence. Instead of friction, customers experience continuity; and with it, stronger trust and loyalty.
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Leading organizations are already proving what’s possible. By embedding connected insights into daily decisions, they’re showing how consistency at scale not only strengthens relationships but fuels growth.
Proof in Action: CX at Scale
Across industries, leaders are showing how consistency at scale can deliver both customer confidence and business growth:
- DHL Global Forwarding unified continuous NPS surveys and deep-dive feedback into a single system of record, enabling regional and global leaders to spot trends and act consistently across divisions. Now, over 1,500 colleagues in 68 countries are actively engaging with the Voice of Customer Portal.
- RS Group embedded real-time feedback into product roadmaps and digital services, turning millions of customer interactions into changes that reduced cart abandonment and increased conversions.
Together, these examples show how organizations can move beyond isolated wins to build a system of consistency. These successes weren’t about collecting more data. They were about connecting the right data and acting on it consistently, everywhere customers interact.
Where CX Leaders Go Next
For today’s executives, scaling CX is more than a customer initiative: it’s a blueprint for growth. By connecting people, data and outcomes into one system, leaders can create experiences that don’t just meet expectations but strengthen confidence at every turn — digital, physical or local.
Organizations that take this approach are already seeing the benefits: consistent journeys across channels, employees who feel empowered to act and customers who stay loyal because they trust what the brand delivers.
Forsta helps organizations bring this vision to life; uniting feedback, digital presence and operational insights into a connected system of experiences. The result is more than satisfied customers; it’s stronger relationships, durable trust and growth that lasts at scale.
Discover how Forsta’s HX platform helps organizations unify feedback, insights and action to create consistency, confidence, and growth across every touchpoint.
