Search Results

• Report Q&A: Defining "Customer" At B2B2C Companies

  Insights From A CX North America Panel Discussion

  August 11, 2020 | Judy Weader, Sam Karpinski

  B2B2C companies deliver value to multiple types of customers (including partners — the first "B" — and end consumers), which can make it difficult for them to know the types of customers on which...

• 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 The Top 10 NPS Questions Answered

  What CX Professionals Should Know About Net Promoter Score

  November 7, 2019 | Maxie Schmidt-Subramanian

  Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

• Report The US Federal Customer Experience Index, 2019

  How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

  November 7, 2019 | Rick Parrish, Laura Garvin Tramm

  The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

• 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...