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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Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement
[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 […]
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Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?
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 […]
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Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences
[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 […]
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¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles
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™ […]
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Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences
[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 […]
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Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 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 […]
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Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 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 […]
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
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Highlights From The UK Banking CX Index Rankings, 2023 — How Do UK Banking Brands Earn Loyalty?
UK banking brands offer some of the best customer experiences in Europe. The competitive market, with multiple challengers and fintech startups, means that both traditional and mutual brands are forced to go the extra mile to deliver for their customers. Only one UK banking brand scored below the average in Europe this year in our […]
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Highlights aus dem deutschen Banken CX Index 2023 – Wie können deutsche Bankenmarken durch die Qualität ihrer Kundenerfahrungen Loyalität gewinnen?
Dieser Blog wurde von Hannah Jachim verfasst. Führende Unternehmen im Bereich Kundenerfahrung (CX) steigern ihren Umsatz schneller als Nachzügler, senken Kosten, verringern das Risiko und können mehr für ihre Produkte verlangen. Jedes Jahr misst der CX-Index von Forrester, wie gut eine Marke Kundenerlebnisse bietet, die Kundenloyalität schaffen und erhalten. Dieses Jahr hat Forrester 2.451 Bankkunden […]
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Highlights From The Germany Banking CX Index Rankings, 2023 — How German Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences
[This blog was cowritten by Hannah Jachim.] Providing a good customer experience (CX) has a positive influence on customer retention, boosts cross-sell and upsell potential, lowers the cost to serve existing customers, and brings in new customers. Forrester’s Customer Experience Index (CX Index™) measures how well a brand delivers customer experiences that create and sustain […]
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Despite Economic Headwinds, Malaysian Banks Continue To Improve CX Quality
How customers perceive a brand influences how much they are willing to spend with the brand, whether they will recommend it to others, and how likely they are to forgive the brand’s missteps. Our annual Customer Experience Index (CX Index™) benchmarking study, which has been conducted in Malaysia since 2021, answers the question, “Which banks […]
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Forrester’s 2023 Singapore CX Index Shows Scores Flat To Down
Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped. The overall quality of banking experiences has slightly dropped since […]
Steer Your CX Budget With Our 2024 Benchmark Data
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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Growth Strategy In Action: Apple Plants New Seeds
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]
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Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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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.
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US Health Insurers’ CX In 2023: Stable, Trending Toward Stagnant
If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it. In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]
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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.
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.
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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.
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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.
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Contact Centers Are Leaving Money On The Table
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
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