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• 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...

• 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 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: 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 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...