Forrester

For Customer Experience Professionals

Client Inquiry:Forrester's Customer Experience Index Uses A Specific Methodology

How is the Customer Experience Index (CXi) calculated?

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

Client Inquiry:The Customer Experience Index For Industry Verticals Is Available But Not In Published Research

Forrester's January 23, 2012, "The Customer Experience Index, 2012" report by Megan Burns is a general research summary for all industries. Are there industry-specific reports planned around...

For Customer Experience Professionals

Blog:Join Us For A Workshop In Our Brand New Headquarters: Transforming Your Firm's Customer Experience on September 20, 2011

Earlier this year, I ran a workshop designed to help customer experience professionals get a jumpstart on the process of transforming their organizations to be more customer-centric. We got great...

For Customer Experience Professionals

Report:Customer Experience Index, 2011: Health Insurance Plans

Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly

Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the...

• Downloads: 754

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

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 413

For Customer Experience Professionals

Report:Customer Experience Maturity Defined

Vision: The Experience-Driven Organization Playbook

This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transform...

• Downloads: 2491

For Customer Experience Professionals

Blog:It's Not Easy Being Easy

Thanks for all your thoughtful responses to last week’s post about why companies fail to meet customer needs. Clearly there’s more work to be done in that department, but for now, I...

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

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

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:How Companies Raised Their Customer Experience Index Scores, 2011

To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...

• Downloads: 1334

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

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

Client Inquiry:The Value Of Website Redesigns

We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...

For Customer Experience Professionals

Blog:New Report: "What Are The Right Web Customer Experience Success Metrics?"

For the past five years, I’ve been leading Forrester’s research on measuring customer experience. With the recent explosion of interest in customer experience overall and the...

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

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For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Collecting Employee Suggestions For Customer Experience?

We have a question about voice of the employee as it relates to customer experience: When a company has more than 1,000 customer support staff members, what is the best method for collecting the high...

For Customer Experience Professionals

Blog:Our Data Once Again Shows That Better Customer Experience Yields Millions In Revenue Benefit

I just published Forrester’s fourth annual report “The Business Impact Of Customer Experience, 2012” using updated data from the 2012 Customer Experience Index. Once again, the news...

For Customer Experience Professionals

Blog:Upcoming Workshop: Transforming Your Firm's Customer Experience (May 11th, New York City)

Lately I’ve noticed a theme in my conversations with customer experience professionals — they’re feeling a bit overwhelmed as to where to start the enterprise customer experience...

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2011

Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Downloads: 1312

For Customer Experience Professionals

Report:The State Of Customer Experience, 2011

Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them

To assess the state of customer experience in 2011, Forrester surveyed 118 customer experience professionals around the globe. More than two-thirds said that their firms aim to differentiate based on...

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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

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

• Downloads: 847