Search Results

• Report Improving CX Through Business Discipline Drives Growth

  The Vision Report In The CX Transformation Playbook

  January 25, 2021 | Harley Manning, Rick Parrish

  As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

• 

  Webinar The Canada Customer Experience Index, 2020

  August 27, 2020 | Michelle Yaiser, Rick Parrish

  During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We explain the pandemic’s effects on this year’s results, discuss trends...

• Report Forrester's Top Customer Experience Research Findings Of 2019

  February 21, 2020 | Rick Parrish, Gina Bhawalkar, Angelina Gennis

  Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

• 

  Webinar How US Companies Improved Their CX Index Scores

  February 19, 2020 | Rick Parrish, Harley Manning

  Most brands in Forrester’s 2019 Customer Experience Index (CX Index™) stagnated. A few broke from the pack and earned significant score increases. This webinar will reveal what some of...

• Report The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

  How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 20, 2019 | Michelle Yaiser, Rick Parrish

  How well do leading mass-market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass-market auto brands that were...

• Report The US Luxury Auto Manufacturers Customer Experience Index, 2019

  How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

  December 19, 2019 | Michelle Yaiser, Rick Parrish

  How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine luxury auto brands that were analyzed as...

• Report The Singapore Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  August 27, 2019 | Tom Mouhsian, Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

• 

  Webinar The Canada Customer Experience Index, 2019

  Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet

  August 6, 2019 | Michelle Yaiser, Rick Parrish

  During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

• 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...

• 

  Webinar The US Customer Experience Index, 2019

  Small Gains Emerge Amidst Widespread Stagnation

  June 26, 2019 | Michelle Yaiser, Rick Parrish

  During this webinar, we delve into the latest results from Forrester’s US Customer Experience Index™. We discuss trends in CX quality at the brand and industry level, the role that...

• Report The US Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  June 11, 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 260 brands across 16 industries in the US Customer Experience...