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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 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 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 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...

  • 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...