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• Report Benchmark Customer Journeys To Drive Emotional Engagement

  Segment And Design Your Journeys To Strike An Optimal Ratio Of Positive To Negative Emotions To Shape Memorable Experiences

  February 16, 2021 | Joana de Quintanilha

  To know what good customer journeys look like — and to benchmark them — we need to understand how to design for emotion. This requires a shift in how we think about emotion and journeys. First, we...

• Report The France Banking Customer Experience Index, 2020

  How French Banks Earn Loyalty With The Quality Of Their Experience

  February 9, 2021 | Oliwia Berdak, Luis Deya

  How well do leading French banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in France that were analyzed as...

• Report The UK Banking Customer Experience Index, 2020

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

  February 3, 2021 | Oliwia Berdak, Luis Deya

  How well do leading UK banking brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banking brands in the UK that were...

• Report The Italy Banking Customer Experience Index, 2020

  How Italian Banks Earn Loyalty With The Quality Of Their Experience

  February 3, 2021 | Oliwia Berdak, Luis Deya

  How well do leading Italian banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in Italy that were analyzed as...

• Report The Canada Banking Customer Experience Index, 2020

  How Canadian Banking Brands Earn Loyalty With The Quality Of Their Experience

  January 28, 2021 | Alyson Clarke

  How well do leading banking brands earn loyalty with the quality of their customer experience (CX)? In 2020, we reveal the complete rankings of 12 banking brands that were analyzed as part of the...

• Report Singapore Banking Customers Prefer Hybrid Experiences

  Delight Customers With The Best Of Both Worlds: Digital And Physical

  December 18, 2020 | Tom Mouhsian

  Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

• Report Customer Engagement During A Pandemic: Best Practices Illustrated

  Use Our Customer Engagement Checklist To Vet Your Campaign

  July 21, 2020 | Amit Bhatia

  Plummeting sales in the wake of COVID-19 has made relentless customer engagement the new black. As brands flood customers with pandemic-related messages, their quality and relevance can quickly...

• 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 Customer Experience Trends In China, 2020

  How COVID-19 Affects Customer Expectations In China

  April 21, 2020 | Meng Liu

  Chinese enterprises in general and digital businesses in particular have been innovating and raising the bar for customer experience (CX) both within and beyond the country, including during the...

• Report The India Auto Manufacturers Customer Experience Index, 2019

  How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  January 28, 2020 | Amit Bhatia

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

• 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 US Mass-Market Auto Manufacturers Customer Experience Index, 2019

  How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 20, 2019 | Michelle Yaiser, Rick Parrish

  How well do leading mass-market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass-market auto brands that were...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2019

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 19, 2019 | Michelle Yaiser, Rick Parrish

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

• Report Humanize Feedback To Drive VoC Engagement And Action

  How Embracing Other Forms Of Feedback Solves Challenges And Innovates Your VoC Program

  December 3, 2019 | Faith Adams

  Companies continue to invest in VoC technologies but don't make the most of these investments by adopting capabilities that improve and innovate their VoC programs. These programs struggle with...

• 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 US Banking Customer Experience Index, 2019

  How US Banks Earn Loyalty With The Quality Of Their Experience

  September 27, 2019 | Alyson Clarke, August du Pont

  How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and 10 direct banks...

• Report The US Auto And Home Insurance Customer Experience Index, 2019

  How US Insurers Earn Loyalty With The Quality Of Their Experience

  September 24, 2019 | Jeffery Williams, August du Pont

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

• Report The India Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  September 19, 2019 | Amit Bhatia

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

• Report The US Health Insurers Customer Experience Index, 2019

  How US Health Insurers Earn Loyalty With The Quality Of Their Experience

  September 17, 2019 | Faith Adams

  How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

• Report The US Multichannel Retailers Customer Experience Index, 2019

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

  September 10, 2019 | Fiona Swerdlow, Michelle Yaiser

  How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were...

• 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 Singapore Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  August 27, 2019 | Tom Mouhsian, Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 2019 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...