Pete Jacques
Principal Analyst
Author Insights
Blog
Are You Prepared to Include CX Metrics In Earnings Calls?
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog
Canadian Customer Experience Quality Falls To A New Low
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.
Blog
US CX Quality Falls For An Unprecedented Second Consecutive Year
US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.
Blog
You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog
CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog
Questions To Ask When Setting CX Metrics Goals
If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.
Blog
Get Ready For Planning Season: Is Your CX Beacon Metric Still The Best Choice?
Read recommendations for how to select the a CX beacon metric that will work for your organization, including evaluation questions.
Blog
The Canada Customer Experience Index, 2022, Uncovers A Slip In CX Quality
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
Blog
The US Customer Experience Index, 2022, Shows That Brands Struggled During The Past Year
Forrester's 2022 Customer Experience Benchmark Study reveals CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.