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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 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 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...

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