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

Predictions 2025: CX Fortune Will Favor The Bold

Christina McAllister October 22, 2024
2025 will be another year of CX mediocrity — unless you’re ready to kick things into high gear. Learn about the challenges (and opportunities) awaiting CX leaders in the coming year.
Blog

European Banks See A Drop In CX Quality, Mirroring Global Trends

Oliwia Berdak September 4, 2024
In 2024, European banks joined other regions and industries to see a significant drop — a worrying sign with grave business implications.
Blog

The Singapore CX Index Rankings, 2024

Tom Mouhsian August 19, 2024
Singapore’s Financial Service Industry Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience (CX) at leading financial service providers in Singapore since 2018. This year, we’ve expanded the coverage of our Customer Experience Index (CX Index™) beyond retail banking and auto and home insurance to include […]
Webinar

2025 Budget Planning Guides: Customer Experience

Watch the on-demand replay to dive into the latest data-driven guidance for CX leaders on how to strategically allocate budget for 2025.
Podcast

What’s Behind The Decline In CX?

What It Means August 1, 2024
Customer experience (CX) quality in the US has dropped for three consecutive years and sits at an all-time low. What’s behind the decline, and how can brands turn things around? VP and Principal Analyst David Truog and Principal Analyst Pete Jacques weigh in on this week’s What It Means.
Webinar

How To Frame Your Customer Journey Mapping With A Clear Purpose

Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog

CX Summit North America Day 2: Achieving Boundless Experiences Through Alignment

Rick Parrish June 19, 2024
While AI will help usher in a dynamic future for customer experiences, getting the human element right remains essential. Read some of the highlights from our second full day in Nashville.

Revive Your CX Outcomes With Strategic 2025 Budget Planning

Watch our 2025 budget planning webinar to learn where to prioritize your budget allocations to reverse CX declines and bolster core competencies.

Blog

Overall Canada Customer Experience Quality Drops To A Historic Low

Pete Jacques June 18, 2024
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.
Blog

US Health Insurer CX Quality Plummets To A Five-Year Low

Judy Weader June 17, 2024
There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]
Blog

Customer Experience Quality In The US Falls To An All-Time Low

Pete Jacques June 17, 2024
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.
Blog

You Better Shape Up! Insights From Australia’s 2024 CX Index Study

Riccardo Pasto June 3, 2024
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog

Discover The Future Of Boundless Experiences At CX Summit North America 2024

Rick Parrish March 11, 2024
Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.

Overhaul Core Competencies With Your 2025 CX Budget

Download our 2025 Planning Guide for CX leaders to learn how to allocate your 2025 budget to reverse CX declines and boost quality.

Blog

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement

Martin Gill November 6, 2023
[This blog was written by Jana Gül.] Swedish banking brands offer the worst customer experiences in Europe and score below the European average. Even though Swedish customers rated their banks’ performance as lamentably low, there are opportunities to improve on customer experience (CX) and drive loyalty. Forrester’s Customer Experience Index (CX Index™) measures how well […]
Blog

Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?

Enza Iannopollo November 6, 2023
This blog was co-written by Luca LoScavo   Il CX Index di Forrester misura la qualità della customer experience che un marchio offre ai propri clienti per creare e sostenere la fedeltà. Nel 2023, abbiamo effettuato un benchmark della qualità della CX di 9 marchi bancari italiani leader del settore.  La qualità della CX nelle banche […]
Blog

Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences

Enza Iannopollo November 6, 2023
[This blog was cowritten by Luca Lo Scavo.] Forrester’s Customer Experience Index (CX Index™) measures the quality of the customer experience a brand delivers to its customers to create and sustain loyalty. In 2023, we benchmarked CX quality at nine leading Italian banking brands. CX quality in Italian banks grew just enough to match the […]
Blog

¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles

Joana de Quintanilha November 6, 2023
This blog was co-written by: Victoria Manes  Los lideres en Experiencia del cliente (CX) aumentan sus ingresos más rápidamente que los “rezagados”, disminuyendo costos, reduciendo riesgos y pueden incrementar el costo de sus productos. Es por esto que Forrester publica anualmente un CX benchmark usando la metodología Customer Experience Index (CX Index™). El CX Index™ […]

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

Blog

Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences

Joana de Quintanilha November 6, 2023
[This blog was cowritten by Victoria Manes.] Customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. That’s why Forrester publishes an annual CX benchmark using its Customer Experience Index (CX Index™) methodology. Forrester’s CX Index measures how well a brand delivers customer experiences that create […]
Blog

Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 2023

Aurelie L'Hostis November 6, 2023
This blog was co-written by Julia Swerdlow  Une bonne expérience client (CX) est essentielle pour accroître la satisfaction et la fidélité des clients. Les entreprises qui excellent avec leur expérience client se différencient de leurs concurrents et obtiennent de meilleurs revenus.  Chaque année depuis 2016, Forrester sonde les clients de plusieurs banque européennes afin de […]
Blog

Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 2023

Aurelie L'Hostis November 6, 2023
[This blog was cowritten by Julia Swerdlow.] Good customer experience (CX) is essential to gain customer satisfaction and loyalty. Companies that excel in customer experience are set apart from their competitors and obtain higher revenue. Every year since 2016, Forrester has surveyed the clients of several European banks to measure their perception of the delivered […]
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