Pete Jacques

Learn the right questions to ask and the right tactics to employ to improve customer survey response rates.

Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.

We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.

Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity — and a responsibility — to spearhead this transformation.

Over the past two weeks, we attended back-to-back CX events: first, Qualtrics’ X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both Leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprisewide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities in […]

In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.

Are you prepared to explain to your leaders and business partners why the organization’s relationship metric is lower than transactional NPS scores? Get insight on how to communicate the value of each in this blog.

Forrester recently published Net Promoter Score℠ (NPS) rankings for brands in the United States and Canada. As part of our annual Customer Experience Benchmark Survey, we surveyed 98,363 consumers in the United States and 43,324 Canadian consumers, asking about their likelihood to recommend brands.

In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams. Will they help CX teams resolve their challenges?

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

US consumers' perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key findings from our recent report.

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

If you're considering sharing your CX performance during an earnings calls, here's how to do it right.

The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.

US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.

We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.

We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.

If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.