Forrester

For Customer Experience Professionals

Report:The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the...

• Downloads: 747

For Customer Experience Professionals

Report:Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

• Downloads: 1648

For Customer Experience Professionals

Report:A Closer Look At Customer Experience And Loyalty

The Correlation Between Customer Experience And Loyalty For 112 Firms

Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional...

• Downloads: 1514

For Customer Experience Professionals

Report:The State Of Service Provider Customer Service

Improve Service — And Reduce Churn — By Looking To Other Industries

Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in...

• Downloads: 867

For Customer Experience Professionals

Report:Technographics® Survey Highlights: North American Customer Experience Online Survey, Q3 2007

This highlight deck reviews the key findings from the North American Customer Experience Online Survey, Q3 2007. This survey covered questions given to US adults around interactions with various...

• Downloads: 2

For Customer Experience Professionals

Report:The VoIP Customer Experience: Work In Progress

VoIP Customer Experience Is Not Ready For Mainstream Users

Consumers choose voice over IP (VoIP) because it offers select zero or low-cost alternatives to expensive phone calls that telcos cannot beat. Current Web-based VoIP offers have attracted tech-savvy...

• Downloads: 243