Search Results

• 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 Design For Confidence

  In Uncertain Times, Your Customers Want Certainty More Than Ever

  August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

  Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving 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...

• Report The Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

  Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

  May 13, 2020 | Jim Nail, Andrew Hogan

  Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO...

• Report How Amazon Plans To Reinvent Employee Wellness And Disrupt Healthcare

  Tech Titans In Healthcare

  January 23, 2020 | Jeff Becker, Annalise Clayton

  Amazon is betting big on healthcare — investing heavily to create a viable healthcare revenue stream. The customer-obsessed tech titan is hiring a small army of industry thought leaders, such as...

• Report The France Retail Customer Experience Index, 2019

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the...

• Report The Canada Digital Retailers Customer Experience Index, 2019

  How Canadian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Harley Manning, Sam Karpinski

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report The UK Retail Customer Experience Index, 2019

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

• Report The Australia Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 19, 2019 | Riccardo Pasto

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha

  How 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....

• Report The US Digital Retailers Customer Experience Index, 2019

  How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

  August 15, 2019 | Joana de Quintanilha

  Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This...

• Report Data-Fueled Products: How To Thrive On The Design And Data Science Collision

  August 9, 2019 | Andrew Hogan

  Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it's not going well: Many companies are hurting their customers and...

• Report Now Tech: Omnichannel Media Management, Q2 2019

  Forrester's Overview Of 24 Omnichannel Media Management Providers

  June 14, 2019 | Joanna O'Connell

  An omnichannel media management approach can improve business performance, boost operational efficiency, and deliver better consumer experiences. But to realize these benefits in today's fragmented...

• Report Digital CX Trends, 2019

  Digital CX And Human-Centered Experience Design Align — At Last

  April 22, 2019 | Andrew Hogan, Gina Bhawalkar, Kelly Price

  Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

• Report At A Glance: Master Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

• Report Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

• Report How To Design Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

• Report The UK Retail Customer Experience Index, 2018

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 12, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

• Report The France Retail Customer Experience Index, 2018

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  March 11, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...