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  • Report How Australian Financial Services Firms Won Or Improved At CX In 2020

    Long-Term Efforts To Establish Solid CX Foundations Are Paying Off
    February 18, 2021 | Riccardo Pasto

    The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

  • Report The France Banking Customer Experience Index, 2020

    How French Banks Earn Loyalty With The Quality Of Their Experience
    February 9, 2021 | Oliwia Berdak, Luis Deya

    How well do leading French banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in France that were analyzed as...

  • Report The UK Banking Customer Experience Index, 2020

    How UK Banking Brands Earn Loyalty With The Quality Of Their Experience
    February 3, 2021 | Oliwia Berdak, Luis Deya

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

  • Report The Italy Banking Customer Experience Index, 2020

    How Italian Banks Earn Loyalty With The Quality Of Their Experience
    February 3, 2021 | Oliwia Berdak, Luis Deya

    How well do leading Italian banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in Italy that were analyzed as...

  • Report The Canada Banking Customer Experience Index, 2020

    How Canadian Banking Brands Earn Loyalty With The Quality Of Their Experience
    January 28, 2021 | Alyson Clarke

    How well do leading banking brands earn loyalty with the quality of their customer experience (CX)? In 2020, we reveal the complete rankings of 12 banking brands that were analyzed as part of the...

  • Webinar Forrester's 2020 Review Of European And UK Banks' Mobile Apps

    Insights, Best Practices, And Lessons Learned
    January 26, 2021 | Karine Cardona-Smits, Luis Deya

    For millions of people, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy different...

  • Report Singapore Banking Customers Prefer Hybrid Experiences

    Delight Customers With The Best Of Both Worlds: Digital And Physical
    December 18, 2020 | Tom Mouhsian

    Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

  • Webinar Customer Experience Predictions 2021: Trust And Zero UI

    December 9, 2020 | David Truog, Tristan Back

    Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021....

  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Report Best Practices: Web Chat For Investors

    What Real Investors Say About Web Chat Experiences
    May 28, 2020 | Jennifer Wise

    Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report The Australia Banking Customer Experience Index, 2019

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX...

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

  • Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

    March 6, 2020 | Gina Bhawalkar

    Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

  • Report The UK Retail Customer Experience Index, 2019

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

    How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

  • 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 US Investment Firm Customer Experience Index, 2019

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Vijay Raghavan, August du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...

  • Report The US Banking Customer Experience Index, 2019

    How US Banks Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Alyson Clarke, August du Pont

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and 10 direct banks...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • 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 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...

  • Report Indian Banks: Are You Still Making These Mobile UX Mistakes In 2019?

    Best Practices In Mobile User Experience From India And Beyond
    July 9, 2019 | Amit Bhatia

    Forrester recently concluded its Forrester Wave evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian banks....

  • Report The Australia Superannuation Customer Experience Index, 2018

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...