Pete is a principal analyst serving customer experience (CX) professionals. He advises clients on CX measurement practices including how to align CX measurement with business strategy, selecting CX KPIs, developing measurement frameworks, and survey methodology. His research interests include trends in consumer sentiment and the impact on behavior. Pete also works extensively with Forrester’s Customer Experience Index (CX Index™) data.
This report provides a process for determining when lower response rates may be problematic and summarizes three strategies to improve response rates.
Our most recent research on the Customer Experience Index helps CX leaders understand its value and application.
Forrester’s Customer Experience Benchmark Survey, 2024, reveals that a disproportional number of brands had significant declines in NPS.
Forrester’s Customer Experience Benchmark Survey, 2024, reveals that a disproportional number of brands had significant declines in NPS.
CX quality in the US dropped this year to its lowest point in the history of Forrester’s CX Index. Read this report to learn why and what to do about it.
Customer experience quality in the US hits all-time lows, according to Forrester’s 2024 Customer Experience Benchmark Survey.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
