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  • Report Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    June 3, 2021 | Michelle Yaiser

    Companies need a way to measure changes in the quality of their customer experience (CX), assess CX impact on customer loyalty intentions, compare their CX to competitors' CX, and prioritize...

  • Report The US Customer Experience Index, 2021

    How Brands Build Loyalty With The Quality Of Their Experience
    June 1, 2021 | TJ Keitt

    The coronavirus pandemic forced brands across industries to change their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 220 brands across 13...

  • Report The France Auto And Home Insurers Customer Experience Index, 2020

    How French Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote its mail communication and trains its...

  • Report The Italy Auto And Home Insurers Customer Experience Index, 2020

    How Italian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors. Allianz provides 19 positive...

  • Report The UK Auto And Home Insurers Customer Experience Index, 2020

    How UK Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto and home insurance brands in the UK that...

  • Report The State Of CX Management Maturity, 2020

    The Benchmark Report In The CX Transformation Playbook
    March 16, 2021 | Rick Parrish

    A track record of providing high-quality customer experience (CX) is no guarantee of future CX success — especially in the wake of the COVID-19 pandemic, which turned traditional customer behavior...

  • Report Your CX Vision: How To Create A Customer Experience Vision To Guide Transformation

    March 15, 2021 | Angelina Gennis

    A customer experience (CX) vision is a clear and concise statement a company uses internally to educate and align everyone from the C-suite on down about the overall experience it aspires to...

  • Report Advance Your CX Prioritization With Forrester's Modeling Tool

    Advanced Level: Prioritization Practices For CX Transformation
    March 12, 2021 | Judy Weader

    Advanced customer experience (CX) prioritization practices use complex models with multiple granular inputs that are weighted and scored to triangulate to the decision of which items to do and in...

  • Report Establish Your Culture Work Practice

    Beginner Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented process for...

  • Report Scale Your Culture Work Practice

    Intermediate Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies already follow an effective and documented process for...

  • Report How To Establish A CX Measurement Program

    Beginner Level: Measurement Practices For CX Transformation
    February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

  • Report Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation
    February 25, 2021 | Maxie Schmidt-Subramanian

    Once customer experience (CX) pros have established a program for measuring CX in one area of their organization, they are ready to move the measurement program to the intermediate level. This...

  • Report Level Up Your CX Prioritization By Thinking In Multiple Dimensions

    Intermediate Level: Prioritization Practices For CX Transformation
    February 8, 2021 | Judy Weader

    Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This report provides an updated intermediate-level...

  • Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

    Intermediate Level: The CX Transformation Playbook
    February 5, 2021 | TJ Keitt

    Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

  • Report The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation
    February 5, 2021 | TJ Keitt

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

  • Report Five Steps To Enable Customer Experience Delivery

    Beginner Level: Enablement Practices For CX Transformation
    February 5, 2021 | TJ Keitt, Angelina Gennis, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

  • Report Six Government CCOs Worldwide Share Best Practices

    Chief Customer Officers Of Government Tell Their Stories Of Balancing Mission And Vision
    February 3, 2021 | Angelina Gennis

    Government organizations benefit from chief customer officers (CCOs) who connect leaders and employees to customer data, bridge silos, and democratize customer experience (CX) best practices. This...

  • Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    January 27, 2021 | David Truog

    A laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive...

  • Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Sam Karpinski

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report Establish Your Experience Research Practice

    Beginner Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report Evolve Your Experience Research Practice

    Advanced Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up their practice, so their companies: 1) follow...

  • Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys

    How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth
    December 10, 2020 | Joana de Quintanilha

    Since 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...

  • Report Enterprises Must Have One VoC Program, Not Many

    Why Enabling A Cross-Channel View Is Critical To CX Transformation
    July 13, 2020 | Faith Adams

    As customers cross multiple channels and lines of business while engaging with a brand, the ability to visualize and understand their journeys often eludes companies. This happens when companies...

  • Report Journey Centricity: Learn From The Leaders

    How To Get The Balance Right Between Your Firm's Operational Levers For Transformation
    June 1, 2020 | Joana de Quintanilha

    Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the...

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