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• Report The Canada Customer Experience Index, 2016

  Canadian Company Scores Reveal A Year Of Stagnation

  September 29, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

• Report Customer Advocacy 2015: Drive Cross-Sell And Loyalty By Focusing On Advocacy

  US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

  January 14, 2016 | Alyson Clarke

  For 12 years, Forrester has shown that customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line — is...

• Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

  August 7, 2015 | Megan Burns, Corey Stearns, Samantha Ngo

  Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

• Report The Canada Customer Experience Index, 2015

  Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

  June 8, 2015 | Megan Burns, Corey Stearns

  Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

• Report The US Customer Experience Index, Q1 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  April 20, 2015 | Megan Burns

  Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...