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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 Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality
May 26, 2020 | Joana de Quintanilha, Victoria McRitchieAchieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...
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Report The UK Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2019 | Joana de QuintanilhaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
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