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  • 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 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 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 CMO Professionals

    Report

    Report Brief: Measuring Hyperadoption

    Adoption Readiness Is Five Times Higher Today Than A Decade Ago
    February 17, 2016 | James L. McQuivey

    We live in an age of consumer hyperadoption, a period defined by the rapid and unprecedented uptake of new devices and experiences. To measure the rise of hyperadoption, Forrester examined its...

  • For Customer Experience Professionals

    Report

    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...

  • 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 Insights Professionals

    Report

    Report Personal Identity And Data Management Success Starts With Customer Understanding

    March 17, 2015 | Fatemeh Khatibloo

    With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

  • For Customer Insights Professionals

    Report

    Report Personal Identity And Data Management

    November 13, 2014 | Fatemeh Khatibloo

    Consumers are leaving a growing digital footprint across channels and media, and they are mindful of the fact that marketers use this data for financial gain. Combined with growing concerns about...

  • For Enterprise Architecture Professionals

    Report

    Report The Top Emerging Technologies To Watch: Now Through 2020

    Make These Emerging Technologies Part Of Your BT Agenda
    October 31, 2014 | Brian Hopkins, Frank E. Gillett

    Emerging technology plays a big role in firms' profitability and their customers' digital experiences. Yet enterprise architects struggle with the speed of new technology delivery and constantly...

  • For CIO Professionals

    Report

    Report The Top Emerging Technologies Through 2020 — The CIO Perspective

    CIOs Need To Make Emerging Technologies Part Of Their BT Agenda
    October 31, 2014 | Frank E. Gillett, Brian Hopkins

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Companies that create and lead in new disruptive...

  • For Customer Insights Professionals

    Report

    Report Understanding The Psychology Of Technology Adoption With A Multimethodology Approach

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    September 19, 2014 | Anjali Lai

    Forrester has been studying the life cycle of consumer technology adoption since the inception of our Consumer Technographics studies in 1997. Over the years, the pace of innovation has accelerated...

  • For CIO Professionals

    Report

    Report Quick Take: Observations From IFA 2014

    CIOs Need To Recognize The Value Of Consumer Electronics For Their Business Technology Strategies
    September 11, 2014 | Dan Bieler

    Forrester recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA 2014 demonstrated that smart consumer...

  • 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

    Report

    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 Application Development & Delivery Professionals

    Report

    Report Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture
    May 28, 2014 | John R. Rymer, Jeffrey S. Hammond, James Staten

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

  • 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 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 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...

  • For Marketing Leadership Professionals

    Report

    Report Emerging Touchpoints Require A Marketing Mind Shift

    February 19, 2013 | Anthony Mullen

    Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to respond to...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Security & Risk Professionals

    Report

    Report Apply Identity And Access Management Techniques To Consumer Data

    Personal Identity Management
    January 23, 2012 | Eve Maler

    Customer intelligence (CI) professionals face increasing pressure to give consumers greater control over the data that organizations collect about them. Forrester has published a report predicting...

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