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  • 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...

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