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• Report The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

  The 11 Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...

• Report The Forrester Wave™: Journey Mapping Platforms, Q2 2020

  The Eight Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 26-criterion evaluation of journey mapping providers, we identified the eight most significant ones — CustomersFirst Now, cx/omni, Decooda International, More than Metrics, MURAL, Strativity...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

• Report The France Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana de Quintanilha, Karine Cardona-Smits

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...