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 Answers To Common Questions About Forrester's Customer Experience Index

  Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study

  April 19, 2018 | Rick Parrish, Roxana Strohmenger

  Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

• 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 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 CX Transformation Imperative

  It's Not Whether To Transform CX; It's When And How

  September 14, 2016 | Harley Manning

  A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations...

• 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 Why Financial Services Firms Top Forrester's Customer Experience Index

  April 14, 2016 | Joana de Quintanilha, Oliwia Berdak

  Forrester's CX Index benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. While the data shows plenty of room for...

• Report Brief: The State Of Customer Experience In India, 2015

  How CX Professionals In India Can Overcome Inertia On The Path To CX Maturity

  January 21, 2016 | Thomas McCann

  As competition from international brands grows, companies serving consumers in India are committed to improving their customer experience (CX). But many of these firms are struggling to build a...

• 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 CX Industry Spotlight: Retail Banking

  A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry

  August 14, 2015 | Gina Fleming, Peter Wannemacher

  Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for...

• Report The Revenue Impact Of Customer Experience, 2015

  August 11, 2015 | Maxie Schmidt-Subramanian, Gina Fleming

  Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed...

• 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 CX Industry Spotlight: TV And Internet Service Providers

  A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries

  June 17, 2015 | Gina Fleming

  Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

• Report What Do Excellent Emotional Customer Experiences Look Like?

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

  June 16, 2015 | Anjali Lai

  Human emotions are complex, and creating experiences that appeal to those emotions can seem like an esoteric, abstract task. However, the leaders in Forrester's Customer Experience Index so...

• 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 How Customer Experience Drives Revenue: A New And Improved Look

  How CX Professionals Can Make The Case For CX

  April 20, 2015 | Maxie Schmidt-Subramanian, Gina Fleming

  Customer experience (CX) professionals who want to drive CX transformation need to show how CX drives business outcomes. Forrester's new Customer Experience Index (CX Index™) framework helps CX...

• 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 Slowing Economic Growth Threatens Customer Experience Focus

  Know How To Defend CX Programs In Economically Uncertain Times

  March 27, 2015 | Thomas McCann

  The World Bank recently predicted that the global economy will grow by 3.0% in 2015 — down from the 3.4% growth it forecast in June 2014. This lower growth projection reflects a less optimistic...

• Report The Unified Digital Customer Experience Imperative In India

  Complex Customer Engagement Mandates Unifying Digital Experiences

  February 19, 2015 | Nupur Singh Andley

  India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a...