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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The Spain Auto And Home Insurers Customer Experience Index, 2020

    How Spanish Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    April 5, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    Seguros Catalana Occidente tops Forrester's Spain auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. But with a CX Index score that is just OK,...

  • Report The France Auto And Home Insurers Customer Experience Index, 2020

    How French Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 24, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote its mail communication and trains its...

  • Report The Italy Auto And Home Insurers Customer Experience Index, 2020

    How Italian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 22, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors. Allianz provides 19 positive...

  • Report The UK Auto And Home Insurers Customer Experience Index, 2020

    How UK Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 18, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto and home insurance brands in the UK that...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • 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...

  • 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 Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

    Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience
    April 7, 2020 | Judy Weader

    Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

  • 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 US Auto And Home Insurance Customer Experience Index, 2019

    How US Insurers Earn Loyalty With The Quality Of Their Experience
    September 24, 2019 | Jeffery Williams, August du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...