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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

  • Report The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

    How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    December 20, 2019 | Michelle Yaiser, Rick Parrish

    How well do leading mass-market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass-market auto brands that were...

  • 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 Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

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