Search Results

• Report A Three-Step Approach To Jump-Starting CX Transformation In Government

  Government Organizations Are Making Inroads But Have A Long Journey Ahead

  August 25, 2020 | Riccardo Pasto

  High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

• Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

  July 21, 2020 | Maxie Schmidt-Subramanian

  Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

• Report Predictions 2020: India

  Value-Driven Firms In India Will Win In The Post-Pandemic World

  May 7, 2020 | Amit Bhatia, Arnav Gupta, Satish Meena

  At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

• Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

  AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More

  December 9, 2019 | Amit Bhatia

  The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

• Report The Australian Government's Customer Experience Affects Mission Outcomes

  Insights From Forrester's Customer Experience Index

  March 29, 2019 | Riccardo Pasto, William Willsea

  Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...