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
How Does B2B CX Quality Impact Loyalty? — A Forrester B2B Summit 2022 Session Preview
Assessing the CX of B2B companies is trickier than in the B2C space. At Forrester's B2B Summit North America, we'll unveil the first B2B CX Index™ and reveal which aspects of CX matter most for two popular solution types.
Blog
New Forrester Data Shows Wide Disparities In US Federal Customer Experience (CX) Quality Despite Overall Gains
Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. This year, in […]
Drive Engagement With Your Digital Experiences
A five-step breakdown of how to get customers to embrace new digital experiences.
Blog
Auto Manufacturers: Love Them Or Hate Them, Human Touchpoints Aren’t Going Away
With Zaklina Ber, Senior Research Associate, Forrester In 2021, we surveyed customers in five European countries about their experiences with auto manufacturers during both the purchase and service experience. To understand and ultimately improve the quality of their customer experience (CX), auto manufacturers need to understand why the industry ranks the way it does. Fifty-five […]
Blog
Why Customers Say They’ll Recommend You And Also Say They Won’t Buy From You Again
Customers seem to contradict themselves when they say that they don’t intend to stay with a brand but will buy more from and/or recommend the brand. This blog post discusses what's behind this customer loyalty pattern and how should brands respond.
Blog
“Predictive” Marks A New Era In Customer Experience Management
Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.
Blog
To Win Customer Loyalty, Make Customers Feel Valued, Appreciated, And Respected
Each year, we find that emotion has a bigger impact on customer loyalty than effectiveness or ease. This blog post discusses the emotions that have the biggest impact.
Blog
How European Auto And Home Insurers Can Differentiate On Customer Experience
Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.
Blog
Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.
Blog
CX: How Indian Brands Performed In 2021
Ever watched “50 First Dates“? It’s the one where Adam Sandler woos Drew Barrymore, but there’s a catch: Each date is a “first date” because she can’t remember anything from their previous encounters — all thanks to her short-term memory loss. So, he’s forced to impress her all over again, every single day. A version […]
Blog
Bridge The Gap Between Current And Future Customer Journeys
Identifying the various issues that hold your customer experience back can feel impossible. Learn how a new assessment tool can help you document and prioritize the gaps in your customer journey.
Blog
Financial Advisors Propel Morgan Stanley To The Top Of Investment Firms In The US CX Index, 2021
Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.
Blog
CX Is A Critical Driver Of Emotional Loyalty
Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.
CX North America
Supercharge your CX function. Three days of game-changing programming on all aspects of CX.
Blog
Mutuals And Direct Banks Top The UK, France, Italy, And Spain Banking CX Indexes — Here’s Why
In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of customer experience (CX) in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we […]
Blog
Why Invest In Customer Experience?
The business benefits of strengthening CX are clear. Read the takeaways from our recent survey of European consumers.
Blog
What’s The ROI Of CX Transformation?
Do the benefits of CX transformation outweigh the costs and result in a positive ROI? How can you determine that for your company? Our newly updated report “The ROI Of CX Transformation” helps you answer these questions. The report includes: New proof points about the benefits of investing in CX from our large-scale Customer Experience […]
Podcast
CX Predictions 2021: Design For Consumer Trust
Consumer trust has always been important. But for 2021, consumer trust is underlined and bolded — nothing is more important for a brand’s survival. On this episode of What It Means with Vice President and Research Director David Truog, discover how CX pros will helm their firm’s journey into the brave new world of post-pandemic customer expectations.
Blog
Service New South Wales Is The Clear CX Leader In Australia’s Public Sector
Our Australia government Customer Experience Index (CX Index™) 2020 results are in! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy, effective, and emotionally engaging. These indicators explain each government organization’s overall CX Index score and impact on mission performance. This year, we […]
CX Leaders —
Grow Your Role
Three days of programming to unlock the power of CX. Join us at CX North America.
Blog
European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
Blog
Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
Blog
Australian FSI Firms Have Responded Well To The Pandemic, But Their CX Is Just OK
The 2020 Australia Banking and Superannuation Customer Experience Index (CX Index™) results are live! COVID-19 stress-tested the robustness of Australian banks’ and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes. Firms Must Focus On CX That Builds Loyalty To Come Out Ahead In The Crisis Forrester’s CX Index methodology […]
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