Forrester

For Customer Experience Professionals

Blog:Want Better Customer Experiences? Adopt The Six Disciplines Of CX Maturity

This morning we released the latest version of an annual client favorite: “How Companies Improved Their CXi Scores, 2013.” As we do each year, we compiled a list of brands whose scores...

For Customer Experience Professionals

Blog:New For 2013 — The Forrester Customer Experience Index Award Of Excellence

Last week, we released our sixth annual Forrester Customer Experience Index. This week, we’re introducing something new to go along with the benchmark — an award. From now on, any brand...

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

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For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

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For Customer Experience Professionals

Report:How Companies Improved Their Customer Experience Index Scores, 2013

Best Practices: The Experience-Driven Organization Playbook

Every year, Forrester uses the results of its Customer Experience Index benchmark to see which firms made big strides in the race for customer experience excellence. This report summarizes what we...

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For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Governance

Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...

• Downloads: 262

For Customer Experience Professionals

Blog:The Customer Experience Index, 2013

Just moments ago we released the sixth annual Forrester Customer Experience Index (CXi), our yearly benchmark of customer experience quality as judged by the only people whose opinion matters —...

For Customer Experience Professionals

Report:The State Of Customer Experience Management, 2013

Landscape: The Customer Experience Management Playbook

Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

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For Customer Experience Professionals

Blog:Q&A From Last Week's Customer Experience Index Webinar

Last week, I did a webinar on Forrester’s Customer Experience Index, 2013. We didn’t have time to answer everyone’s questions, so I thought I’d post answers to those we...

For Customer Experience Professionals

Blog:How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs

Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

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For Customer Experience Professionals

Report:Don't Fix Customer Experience Problems, Prevent Them

Vision: The Customer Experience Management Playbook

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

• Downloads: 492

For Customer Experience Professionals

Report:How Companies Improved Their CXi Scores, 2012

Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...

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For Customer Experience Professionals

Blog:It's Time To Exercise Your Customer Experience Muscles

I was talking to a client the other day who was very frustrated. She told me that her executives talk about customer experience all the time; they seem “bought in” to the idea that it...

For Customer Experience Professionals

Report:How Disciplined Is Your Customer Experience Management?

Assessment: The Customer Experience Management Playbook

To succeed in today's business climate, companies must consistently deliver a good customer experience. Unfortunately, few firms have what it takes to do that because they lack systems for...

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For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 550

For Customer Experience Professionals

Blog:Introducing The Experience-Driven Organization Playbook

If you are trolling around our website, you may have seen that we’ve introduced a new way to organize our research, something that we call playbooks. We made this change because for years...

For Customer Experience Professionals

Report:Executive Q&A: Forrester's Customer Experience Index

To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...

• Downloads: 349