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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  Europe-Friendly Start Time

  October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• Report The France Retail Customer Experience Index, 2019

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the...

• Report The UK Retail Customer Experience Index, 2019

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

• Report The France Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha, Karine Cardona-Smits

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...

• Report The UK Retail Customer Experience Index, 2018

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 12, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

• Report The France Retail Customer Experience Index, 2018

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 11, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...