Search Results

• 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...

• Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

  Quantifying Cultural Bias In Customer Experience

  April 12, 2017 | Kyle Steinhouse

  Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

• Report The France Customer Experience Index, 2016

  Repeat Winners Hold Steady As The Overall Quality Of CX Worsens In France

  November 14, 2016 | Joana de Quintanilha, Alex Causey

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in France as well as the leaders and laggards in the credit...

• Report The Germany Customer Experience Index, 2016

  CX Quality In Germany Is OK, With No Individual Movers Or Shakers

  November 14, 2016 | Joana de Quintanilha, Alex Causey

  Which German brands create the most loyalty with their customers? This report applies Forrester's CX Index™ methodology to German brands to uncover how easy it is to do business with them, how...

• Report The India Customer Experience Index, 2016

  The Customer Experience Of Brands In India Improves, But More Remains To Be Done

  November 2, 2016 | Amit Bhatia

  As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

• Report The UK Customer Experience Index, 2016

  UK Brand Scores Reveal A Year Of Progress

  November 1, 2016 | Joana de Quintanilha, Alex Causey

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in the UK and the specific brands that you must beat to...

• Report The Australia Customer Experience Index, 2016

  A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty

  October 31, 2016 | Tom Champion, Ryan Hart

  The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian...

• Report The Canada Customer Experience Index, 2016

  Canadian Company Scores Reveal A Year Of Stagnation

  September 29, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

• Report The China Customer Experience Index, 2016

  A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

  August 31, 2016 | Riccardo Pasto, Ryan Hart

  The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index...

• Report The US Customer Experience Index, 2016

  July 18, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

• Report Customer Experience Drives Revenue Growth, 2016

  Comparing The Revenue Performance Of CX Leaders And Laggards

  June 21, 2016 | Harley Manning, Dylan Czarnecki

  It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

• Report Utility And Emotion Drive Amazon's Global Appeal

  A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

  November 13, 2015 | Anjali Lai

  Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

• Report The US Customer Experience Index, Q3 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  October 5, 2015 | Megan Burns

  Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

• Report The India Customer Experience Index, 2015

  A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

  September 21, 2015 | Ryan Hart

  For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

• Report The China Customer Experience Index, 2015

  A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

  August 24, 2015 | Ryan Hart

  For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

• Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

  August 7, 2015 | Megan Burns, Corey Stearns, Samantha Ngo

  Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

• Report Does Customer Experience Really Drive Business Success?

  Business Case: The Customer Experience Ecosystem Playbook

  July 15, 2015 | Harley Manning

  It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

• Report The Canada Customer Experience Index, 2015

  Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

  June 8, 2015 | Megan Burns, Corey Stearns

  Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

• Report The US Customer Experience Index, Q1 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  April 20, 2015 | Megan Burns

  Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

• Report The Business Impact Of Customer Experience In China, 2014

  September 19, 2014 | Samantha Jaddou

  Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

• Report The Customer Experience Index, Germany 2014

  May 28, 2014 | Jonathan Browne

  How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

• Report The Business Impact Of Customer Experience, 2014

  March 27, 2014 | Maxie Schmidt-Subramanian

  Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

• Report The Customer Experience Index, France 2014

  March 25, 2014 | Joana de Quintanilha, Harley Manning

  How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

• Report The Customer Experience Index, UK 2014

  March 21, 2014 | Jonathan Browne, Harley Manning

  How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...