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  • For Customer Experience Professionals

    Report

    Report Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

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    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...

  • For Customer Experience Professionals

    Report

    Report The UK Customer Experience Index, 2016

    UK Brand Scores Reveal A Year Of Progress

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Popular Messaging App Lets You Meet Your Customers On Their Turf
    August 10, 2016 | Andrew Hogan, Ian Jacobs

    One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report The France, Germany, And UK Customer Experience Index, 2015

    Benchmarking France, Germany, And UK Brands That Create The Most Loyalty With Their Customer Experience
    September 28, 2015 | Joana van den Brink-Quintanilha

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's Customer Experience Index (CX Index™) benchmarks 203 companies that do business in the UK, France,...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

  • For Customer Experience Professionals

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    Report The Customer Experience Index, Germany 2014

    May 28, 2014 | Jonathan Browne

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

  • For Customer Experience Professionals

    Report

    Report How Companies Improved Their Customer Experience Index Scores, 2014

    May 20, 2014 | Megan Burns

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did...

  • For Customer Experience Professionals

    Report

    Report The Business Impact Of Customer Experience, 2014

    March 27, 2014 | Maxie Schmidt-Subramanian

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

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, UK 2014

    March 21, 2014 | Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

  • For Customer Experience Professionals

    Report

    Report You Are Here: Location Analytics And The Rebirth Of Customer Experience

    February 11, 2014 | Tony Costa

    As the digitization of people, places, and experiences brings the online and offline realms together, companies are waking up to the fact that they know much more about their customers online than...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report How AT&T Mobility Elevated Its Customer Experience Maturity

    October 31, 2013 | Megan Burns, Amelia Sizemore

    Many firms aspire to move beyond just repairing broken experiences to a phase we call "elevate," in which they work to prevent bad experiences from happening in the first place. AT&T's Mobility...

  • For Customer Experience Professionals

    Report

    Report Case Study: Rogers Communications Pilots A New Customer Experience Strategy

    August 9, 2013 | John Dalton, Amelia Sizemore

    In 2011, the customer experience team at Rogers Communications, Canada's largest telecommunications carrier, was beating its collective head against a wall — how could it operationalize its newly...

  • For Customer Experience Professionals

    Report

    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...