285: Harness Friction In Customer Journeys To Drive Emotional Engagement

Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for […]

Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights that explain the scores specific to banking within and across several countries.