Search Results

• Report Design For Confidence

  In Uncertain Times, Your Customers Want Certainty More Than Ever

  August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

  Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report The Forrester Investing Wave™: US Websites, Q4 2019

  Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information

  December 12, 2019 | Vijay Raghavan, Jennifer Wise

  The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

• Report Net Promoter Benchmarks, 2019 (US)

  Net Promoter Scores Of 260 Organizations Across 16 Industries

  November 7, 2019 | Maxie Schmidt-Subramanian

  Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

• Report Bridge The Seams In Mobile Banking Experiences

  Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX

  October 4, 2019 | Gina Bhawalkar, August du Pont

  Banks continue to expand their mobile experiences to include new features and content aimed at letting customers manage their finances from a mobile device. But with these additions, banks often...

• Report The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

  August 15, 2019 | Joana de Quintanilha

  Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This...

• Report Q&A: Customer Effort Metrics — CX Pros Must Measure More Than "How Much"

  July 29, 2019 | Maxie Schmidt-Subramanian

  Customer experience (CX) professionals who want to measure customer effort often fail to consider important aspects of this challenge. This report answers five big questions CX pros should ask...

• Report The Forrester Banking Wave™: US Mobile Apps, Q2 2019

  US Mobile Banking Experiences Are Often Effective, Sometimes Easy, But Rarely Evoke Positive Emotions — Leaders Are Improving All Three

  May 15, 2019 | Peter Wannemacher, Gina Bhawalkar, August du Pont

  Mobile apps have become the touchpoint of choice for millions of Americans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...