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The Retail E-Commerce Playbook For 2021

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

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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 European Leaders Must Focus On Five Priorities In 2021

    Leaders Must Master Hybrid Customer And Employee Experiences As Europe Rolls Out The COVID-19 Vaccine

    Against a backdrop of economic uncertainty, social unrest, and changing market dynamics, vaccines promise to move us into a future without COVID-19. But this won't happen overnight. European...

  • Report The CMO's Guide To Green Marketing

    CMOs At Green Brands Go Beyond Marketing Fundamentals
    April 7, 2021 | Thomas Husson

    CMOs at green brands execute authentic sustainability efforts to move from storytelling to storymaking. They truly understand their customers' emotions, demonstrate empathy, innovate with new...

  • 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 France Retail Customer Experience Index, 2019

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

    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 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 Brands Must Embrace Gender Evolution

    December 3, 2019 | Dipanjan Chatterjee, Nick Monroe

    Today, a majority of consumers reject what they perceive as outdated cultural constructs of gender. And where consumers go, so do brands. As society navigates the complex cultural space that is...

  • 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 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 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 Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    June 11, 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 260 brands across 16 industries in the US Customer Experience...

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