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• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• 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...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2019

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 19, 2019 | Michelle Yaiser, Rick Parrish

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

• 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 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 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 The US Multichannel Retailers Customer Experience Index, 2019

  How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

• Report The US Digital Retailers Customer Experience Index, 2019

  How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• 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 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 The India Digital Retailers Customer Experience Index, 2018

  How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 24, 2019 | Amit Bhatia

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