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  • 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 Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

  • 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 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 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 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 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...

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