Search Results

• 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 The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

  Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience

  April 7, 2020 | Judy Weader

  Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• 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...

• Report The US Auto And Home Insurance Customer Experience Index, 2019

  How US Insurers Earn Loyalty With The Quality Of Their Experience

  September 24, 2019 | Jeffery Williams, August du Pont

  How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...

• Report The US Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  June 11, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...