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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 Build A Values Strategy Now To Create Long-Term Sustainable Growth

    COVID-19 Changed The Spending Behaviors Of Australian Consumers
    April 13, 2021 | Riccardo Pasto

    Australian consumers are embracing brands that align with their own personal values and beliefs. Disruptive events like bushfires and the COVID-19 pandemic have accelerated this trend; consumers...

  • Report How Australian Financial Services Firms Won Or Improved At CX In 2020

    Long-Term Efforts To Establish Solid CX Foundations Are Paying Off
    February 18, 2021 | Riccardo Pasto

    The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

  • Report Customer Service Shines Through The Crisis

    How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences
    January 19, 2021 | Amit Bhatia, Vasupradha Srinivasan

    As businesses coped with a string of crises in 2020, customer service was a crucial part of the response; sometimes, it was the only point of contact for customers in trouble. We interviewed three...

  • Report Forrester Infographic: Brand Communication And Action Drive Perception For Indian Banks

    December 30, 2020 | Amit Bhatia

    Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in India strove...

  • Report Singapore Banking Customers Prefer Hybrid Experiences

    Delight Customers With The Best Of Both Worlds: Digital And Physical
    December 18, 2020 | Tom Mouhsian

    Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

  • Report Customer Experience Trends In China, 2020

    How COVID-19 Affects Customer Expectations In China
    April 21, 2020 | Meng Liu

    Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

  • Report The India Auto Manufacturers Customer Experience Index, 2019

    How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    January 28, 2020 | Amit Bhatia

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

  • Report The Australia Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 19, 2019 | Riccardo Pasto

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

    September 5, 2019 | Amit Bhatia

    References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

  • Report The Singapore Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    August 27, 2019 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report Demystifying Financial KPIs For Airline CX Professionals

    June 18, 2019 | Tom Mouhsian

    Customer experience (CX) professionals in the airline sector must connect CX outcomes to core financial metrics in order to establish the material impact of initiatives aiming to drive CX quality....

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