Search Results

• Report The India Customer Experience Index, 2016

  The Customer Experience Of Brands In India Improves, But More Remains To Be Done

  November 2, 2016 | Amit Bhatia

  As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

• Report The UK Customer Experience Index, 2016

  UK Brand Scores Reveal A Year Of Progress

  November 1, 2016 | Joana de Quintanilha, Alex Causey

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

• 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 The US Customer Experience Index, 2016

  July 18, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

• Report The US Customer Experience Index, Q3 2015

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

  October 5, 2015 | Megan Burns

  Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

• Report The India Customer Experience Index, 2015

  A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

  September 21, 2015 | Ryan Hart

  For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

• 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 Business Impact Of Customer Experience, 2014

  March 27, 2014 | Maxie Schmidt-Subramanian

  Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

• Report The Customer Experience Index, 2014

  January 21, 2014 | Megan Burns

  How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

• Report The Business Impact Of Customer Experience, 2013

  June 10, 2013 | Maxie Schmidt-Subramanian

  Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

• Report The Customer Experience Index, 2013

  January 15, 2013 | Megan Burns

  How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

• Report The Business Impact Of Customer Experience, 2012

  March 26, 2012 | Megan Burns

  This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

• Report The Customer Experience Index, 2012

  January 23, 2012 | Megan Burns

  This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Report The Business Impact Of Customer Experience, 2011

  Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

  July 7, 2011 | Megan Burns

  Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Report How Companies Raised Their Customer Experience Index Scores, 2011

  April 18, 2011 | Megan Burns

  To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered...

• Report Why Your Call Center Needs User-Centered Design

  How Focusing On Callers And Agents Can Drive Business Results

  April 6, 2011 | Kerry Bodine

  Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Report The Customer Experience Index, 2011

  Consumers Rate The Customer Experience Across 153 Large US Brands

  January 11, 2011 | Megan Burns

  To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated...

• Report The Business Impact Of Customer Experience, 2010

  What A Higher Customer Experience Index Score Can Do For Revenue

  November 19, 2010 | Megan Burns

  To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Report Experiences Across The Customer Life Cycle

  Satisfaction With Researching, Buying, Product Usage, And Customer Service

  February 11, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12...

• Report Consumers' Likelihood To Recommend 133 Firms

  How Likely Are US Consumers To Recommend Firms Across 14 Industries?

  February 2, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility...

• Report Rating Customer Service Experiences, 2010

  Consumers Evaluate Customer Service At 92 Companies

  January 28, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

• Report The Customer Experience Index, 2010

  Consumers Rate The Customer Experience Across 133 Large US Firms

  January 11, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these...

• Report Consumers Expect Poor Service Experiences

  Customer Service Expectations Across 10 Industries And Five Generations

  December 2, 2009 | Bruce D. Temkin

  Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue....

• Report Service Seekers Are More Loyal Than Price Seekers

  Examining Four Segments Of Consumers Across 12 Industries

  August 31, 2009 | Bruce D. Temkin

  In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and...

• Report Who Wants Low Prices Or Good Customer Service?

  Examining Four Segments Of Consumers Across 12 Industries

  July 23, 2009 | Bruce D. Temkin

  In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...