Search Results

• Report The US Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  June 19, 2018 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

• Report The Canada Customer Experience Index, 2017

  How Brands Build Loyalty With The Quality Of Their Experience

  August 28, 2017 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...

• Report The US Customer Experience Index, 2017

  How Brands Build Loyalty With The Quality Of Their Experience

  August 1, 2017 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

• 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 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...

• Webinar Real-Life Stories Of Successful Customer Experience Improvement

  June 4, 2014 | Megan Burns

  Companies of all shapes and sizes are working hard to improve their customer experience. According to Forrester's 2014 Customer Experience Index (CXi), more than two dozen of them made big strides...

• 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, 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 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 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 Customer Experience Takeaways From Forrester's Marketing Forum EMEA 2009

  February 11, 2010 | Jonathan Browne

  At Forrester's November 2009 forum for European marketing professionals, speakers presented the best practices for using customer experience improvements to compete more effectively during the...

• 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 How Loyal Are Consumers? Not Very

  Repurchasing, Switching, And Making Recommendations Across 12 Industries

  May 18, 2009 | Bruce D. Temkin

  We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to...

• Report The State Of Customer Experience, 2009

  Customer Experience Management Enters Into Adolescence

  April 24, 2009 | Bruce D. Temkin

  Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

• Report The Experiences That Satisfy Consumers, 2009

  US Consumers Rate Firms' Web, Phone, And In-Person Interactions

  April 14, 2009 | Bruce D. Temkin

  How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

• Report The Customer Experience Index, 2008

  Consumers Rate The Customer Experience Across 113 Large US Firms

  December 12, 2008 | Bruce D. Temkin

  Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer...

• Report A Closer Look At Customer Experience And Loyalty

  The Correlation Between Customer Experience And Loyalty For 112 Firms

  August 4, 2008 | Bruce D. Temkin

  Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

• Report The Strength Of Customer Relationships

  Examining Consumer Loyalty To 112 Companies Across Nine Industries

  February 21, 2008 | Bruce D. Temkin

  How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card...