customer experience index (CX Index)
The Forrester Customer Experience Index (CX Index™) is closes the loop between CX measures and growth, giving you unprecedented ability to guide investments that produce the greatest revenue return. Our CX Index insights glean lessons from the index’s data.
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Insights
Blog
The Right Way To Set CX Metrics Goals
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Blog
Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
Avoid Choosing The Wrong CX Beacon Metric
Attend our May 17 webinar to learn how to use a four-step process to evaluate and choose a CX beacon metric aligned with business and financial goals.
Blog
Contact Centers Are Leaving Money On The Table
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
Blog
2022, Year In Research — A Look Back
So 2022 is officially done and dusted, for better or worse. But before getting too far into 2023, let’s take a moment to look back at what we achieved over the previous year. More specifically, I wanted to share some thoughts from our research associate, Aidan Riga, since he did such an outstanding job supporting […]
Blog
Highlights From The UK Auto And Home Insurers CX Index, 2022
Discover the 2022 Forrester CX Index scores for auto and home insurer brands in the UK, and dive into the CX drivers and emotions that drive loyalty the most.
Podcast
CX Teams Face Diverging Fates In 2023
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. One in 10 CX organizations will be stronger than ever at the end of 2023, explains VP, Research Director Rick Parrish. Find out how in this episode of What It Means.
Blog
¿Cómo Las Aseguradoras Españolas Pueden Mejorar Su CX y Generar Más Lealtad?
La Calidad de CX en las Aseguradoras De Autos y Hogares Españolas Queda Rezagada Comparada Con Sus Pares Europeas.
Blog
Livelli di CX Index in Italia in leggero calo nel settore assicurativo per i prodotti casa e auto
In Italia il Customer Experience (CX) Index mostra segnali di rallentamento per le assicurazioni (prodotti auto e casa).
Blog
CX Index för Svenska försäkringsbolag 2022: Vad vill kunderna ha?
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs nu ett CX index på svenska försäkringsbolag som en del av det europeiska CX indexet. Varför är CX så viktigt? Och varför just nu? I vår forskning syns en tydlig korrelation mellan […]
Blog
Customer Experience In UK Banking Improved Significantly In 2022 — But Not Across The Board
In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.
Blog
CX Index för svenska banker 2022: Vad vill kunderna ha?
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs ett CX index på svenska banker som en del av det europeiska CX indexet. Varför spelar CX roll? Och varför just nu? I vår forskning syns en tydlig korrelation mellan företags tillväxt […]
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
Meet Zeid Khater, Forrester’s Newest Analyst Covering Customer Data And Analytics
Tell Us About Yourself I was born in Amman, Jordan. Some weeks after, my family relocated to the United States and settled in the Midwest. My childhood took me from Minneapolis to Milwaukee and eventually to the south suburbs of Chicago, where I currently reside. How Did You Get Interested In Data And Analytics? Growing […]
Blog
Running Twice As Smart: A CMO Growth Primer For An Economic Downturn
It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […]
Blog
US Banking CX In 2022: Who Does It Well And Why It Matters
For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue. Discover the results of the 2022 CX Index™ for US banks.
Blog
Retail In 2022 — Highlights From The US CX Index
Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.
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.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Blog
Emotional Quality Of Experiences: The 2022 CX Index Bright Spot
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent. According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020.
Blog
Helping You Create Superior Digital Experiences And Products
We guide B2C digital leaders toward new horizons of success with Forrester Decisions for Digital Business & Strategy. Learn how.
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.
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