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• Report US Tech Market Outlook For 2021: After The Election

  How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets

  December 3, 2020 | Andrew Bartels

  The pandemic continues, and we'll feel its ongoing impacts throughout 2021. In this report, we provide our projections by industry for tech spending and the split of tech budgets between 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 Net Promoter Benchmarks, 2019 (US)

  Net Promoter Scores Of 260 Organizations Across 16 Industries

  November 7, 2019 | Maxie Schmidt-Subramanian

  Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

• Report The US Health Insurers Customer Experience Index, 2019

  How US Health Insurers Earn Loyalty With The Quality Of Their Experience

  September 17, 2019 | Faith Adams

  How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

• Report Video: Emerging Risk And Reward In US Small Business Insurance

  Invest To Protect Small Business Customers From New Risks

  July 23, 2019 | Ellen Carney

  Customer expectations, demographics, competition, and technology are changing US small businesses — and their business insurance needs. Segments historically overlooked in the digital wave, such as...

• Report The Canada Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  July 15, 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 161 brands across 14 industries in the Canada Customer Experience...

• Report The Canada Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  March 4, 2019 | 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 184 brands across 17 industries in the Canada Customer...