Search Results

• Report The US Customer Experience Index, 2018

  How Brands Build Loyalty With The Quality Of Their Experience

  June 19, 2018 | 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 287 brands across 19 industries in the US Customer...

• Report The Canada Customer Experience Index, 2017

  How Brands Build Loyalty With The Quality Of Their Experience

  August 28, 2017 | 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 192 brands across 18 industries in the Canada CX Index...

• Report The US Customer Experience Index, 2017

  How Brands Build Loyalty With The Quality Of Their Experience

  August 1, 2017 | 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 314 brands across 21 industries in the US CX Index. We...

• Report The Canada Customer Experience Index, 2016

  Canadian Company Scores Reveal A Year Of Stagnation

  September 29, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

• Report The US Customer Experience Index, 2016

  July 18, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

• Report The US Customer Experience Index, Q3 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  October 5, 2015 | Megan Burns

  Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

• Report CX Industry Spotlight: TV And Internet Service Providers

  A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries

  June 17, 2015 | Gina Fleming

  Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

• Report The Canada Customer Experience Index, 2015

  Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

  June 8, 2015 | Megan Burns, Corey Stearns

  Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

• Report The US Customer Experience Index, Q1 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  April 20, 2015 | Megan Burns

  Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

• Report The Customer Experience Index, 2014

  January 21, 2014 | Megan Burns

  How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

• Report The Business Impact Of Customer Experience, 2013

  June 10, 2013 | Maxie Schmidt-Subramanian

  Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

• Report The Customer Experience Index, 2013

  January 15, 2013 | Megan Burns

  How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

• Report The Business Impact Of Customer Experience, 2012

  March 26, 2012 | Megan Burns

  This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

• Report The Customer Experience Index, 2012

  January 23, 2012 | Megan Burns

  This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Report The Business Impact Of Customer Experience, 2011

  Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

  July 7, 2011 | Megan Burns

  Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

• Report Call Center Experiences Leave Consumers On Hold For Something Better

  Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

  April 11, 2011 | Kerry Bodine

  Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

• Report The Customer Experience Index, 2011

  Consumers Rate The Customer Experience Across 153 Large US Brands

  January 11, 2011 | Megan Burns

  To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated...

• Report The Business Impact Of Customer Experience, 2010

  What A Higher Customer Experience Index Score Can Do For Revenue

  November 19, 2010 | Megan Burns

  To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Report The Customer Experience Generation Gap

  Customer Experience Index Scores Across Five Generations And 12 Industries

  September 30, 2009 | Bruce D. Temkin

  Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers...

• Report Customer Experience Index 2008 Snapshot: TV Service Providers

  TV Service Providers Deliver Poor Experiences And Head In The Wrong Direction

  June 11, 2009 | Bruce D. Temkin

  Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

• Report Where To Find Help For Web Design Projects, 2009

  North American Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities

  May 8, 2009 | Vidya L. Drego

  Web site owners know that selecting the right Web design vendor can be a stressful and complicated endeavor. Budgets for design services are tight, but interactive design agencies are still...

• Report The State Of Customer Experience, 2009

  Customer Experience Management Enters Into Adolescence

  April 24, 2009 | Bruce D. Temkin

  Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

• Report The Customer Experience Index, 2008

  Consumers Rate The Customer Experience Across 113 Large US Firms

  December 12, 2008 | Bruce D. Temkin

  Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer...

• Report The Canadian Customer Experience Index, 2007

  Consumers Rate The Customer Experience Across 22 Large Canadian Firms

  February 8, 2008 | Bruce D. Temkin

  Forrester asked 538 Canadian consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

• Report Customer Experience Index Snapshot: Internet Service Providers

  November 27, 2007 | Bruce D. Temkin

  Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer...