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• Report The Extended Reality Opportunity Today: Your Employees

  Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

  April 4, 2019 | Jennifer Wise, Samuel Stern

  The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

• Report The France Retail Customer Experience Index, 2018

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

  March 11, 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 15 French multichannel retailers and four French digital...

• Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

  Quantifying Cultural Bias In Customer Experience

  April 12, 2017 | Kyle Steinhouse

  Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

• Report The France Customer Experience Index, 2016

  Repeat Winners Hold Steady As The Overall Quality Of CX Worsens In France

  November 14, 2016 | Joana de Quintanilha, Alex Causey

  How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in France as well as the leaders and laggards in the credit...

• Report The Germany Customer Experience Index, 2016

  CX Quality In Germany Is OK, With No Individual Movers Or Shakers

  November 14, 2016 | Joana de Quintanilha, Alex Causey

  Which German brands create the most loyalty with their customers? This report applies Forrester's CX Index™ methodology to German brands to uncover how easy it is to do business with them, how...

• Report The India Customer Experience Index, 2016

  The Customer Experience Of Brands In India Improves, But More Remains To Be Done

  November 2, 2016 | Amit Bhatia

  As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

• Report The UK Customer Experience Index, 2016

  UK Brand Scores Reveal A Year Of Progress

  November 1, 2016 | Joana de Quintanilha, Alex Causey

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

• 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 China Customer Experience Index, 2016

  A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

  August 31, 2016 | Riccardo Pasto, Ryan Hart

  The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index...

• Report Utility And Emotion Drive Amazon's Global Appeal

  A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

  November 13, 2015 | Anjali Lai

  Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

• Report The India Customer Experience Index, 2015

  A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

  September 21, 2015 | Ryan Hart

  For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

• Report The China Customer Experience Index, 2015

  A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

  August 24, 2015 | Ryan Hart

  For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

• Report The Unified Digital Customer Experience Imperative In India

  Complex Customer Engagement Mandates Unifying Digital Experiences

  February 19, 2015 | Nupur Singh Andley

  India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a...

• Report Meet The Changing Needs Of Connected Customers

  June 27, 2013 | Ron Rogowski

  Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

• Report Websites That Don't Support Customers Waste Millions

  August 21, 2012 | Megan Burns, Adele Sage

  This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Report How Customer Experience Professionals Can Use The Splinternet Engagement Index

  The Splinternet Engagement Index

  April 6, 2012 | Ron Rogowski

  This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array...

• Report Personas Require Regular Updates

  Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

  August 15, 2011 | Jonathan Browne

  Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Report How Consumers Research, Buy, And Get Service, 2011

  March 16, 2011 | Adele Sage

  Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Report Key Considerations For Designing User Experiences On The iPad

  Tailor Apps For The iPad's Unique Form Factor And User Behaviors

  December 6, 2010 | Ron Rogowski, Richard Gans

  The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

• Report Mobile And Social Gain Ground In Wellness And Disease Management

  Consumers Report On Program Availability, Usage, And Relevance

  December 1, 2010 | Elizabeth Boehm

  Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which...

• Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

  November 10, 2010 | Elizabeth Boehm

  Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

• Report How Satisfied Are US Consumers With Online Chat?

  August 3, 2010 | Adele Sage

  Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most...

• Report A Market Researcher's Introduction To The Future Of Online Customer Experience

  June 30, 2010 | Reineke Reitsma

  The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Report How Satisfied Are US Consumers With Store-To-Web Shopping?

  May 17, 2010 | Adele Sage

  Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

• Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

  April 9, 2010 | Adele Sage

  Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...