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• 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 A Three-Step Approach To Jump-Starting CX Transformation In Government

  Government Organizations Are Making Inroads But Have A Long Journey Ahead

  August 25, 2020 | Riccardo Pasto

  High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

• Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

• Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

  Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses

  June 19, 2020 | Judy Weader, Rick Parrish

  Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• 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 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 Australia Superannuation Customer Experience Index, 2018

  How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

  May 8, 2019 | Riccardo Pasto, Zhi-Ying Barry

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...

• Report The Australia Banking Customer Experience Index, 2018

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

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

• Report The Australian Government's Customer Experience Affects Mission Outcomes

  Insights From Forrester's Customer Experience Index

  March 29, 2019 | Riccardo Pasto, William Willsea

  Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...