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FORRESTERNOW
As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report How Customer Experience Drives Business Growth, 2019
December 13, 2019 | Maxie Schmidt-Subramanian, Laura Garvin TrammMany customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...
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Report Net Promoter Benchmarks, 2019 (US)
Net Promoter Scores Of 260 Organizations Across 16 Industries
November 7, 2019 | Maxie Schmidt-SubramanianAlmost 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...