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  Webinar Where The Grocery Industry Goes Next: Marketing And E-Commerce (Part 2 of 2)

  October 23, 2020 | Fiona Swerdlow, Sucharita Kodali, Xiaofeng Wang

  Forrester’s analysts present a series of overviews, panels, and discussions on the solutions, tactics, and technologies shaping the grocery industry, both in stores and online. This webinar...

• Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

  Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses

  June 19, 2020 | Judy Weader, Rick Parrish

  Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

• 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...

• Report Forrester Infographic: The State Of Financial Well-Being In The UK, 2020

  April 27, 2020 | Aurelie L'Hostis, Luis Deya

  UK consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in the UK....

• Report The UK Retail Customer Experience Index, 2019

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

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  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...

• 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 Forrester Banking Wave™: UK Mobile Apps, Q3 2019

  Digital Banks Are Giving Established Banks A Run For Their Money

  September 17, 2019 | Benjamin Ensor, Aurelie L'Hostis, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of customers to manage their finances. Digital banking teams need to build mobile banking around customer needs, empowering customers...

• Report The UK Retail Customer Experience Index, 2018

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

  March 12, 2019 | Michelle Beeson, Alex Causey

  How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...