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  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | 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 287 brands across 19 industries in the US Customer...

  • Report Top Trends Shaping Identity Verification (IDV) In 2018

    Post-Equifax Breach, IDV Aggregators Will Cater To Multifaceted IDV Requirements
    March 29, 2018 | Andras Cser, Merritt Maxim

    In the face of increasing identity theft, stricter compliance regulations, and the push for online customer acquisition, reliable, accurate, cost-effective, and easy-to-use identity verification...

  • Report Best Practices In Driving Digital Credit Card Sales

    Customers Want Fast, Easy, Digital Processes
    March 21, 2018 | Alyson Clarke

    Digital touchpoints are crucial for credit card issuers because they are now the preferred way for customers to both research and apply for new credit cards. This makes the effectiveness of the...

  • Report Forrester Data: Online Debt Forecast, 2017 To 2022 (EU-7)

    ForecastView Document
    March 20, 2018 | Michael O'Grady, Aurelie L'Hostis

    This report looks at the factors that drive the size and growth of consumer debt for mortgages and unsecured credit in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. The report...

  • Report Disrupting Finance: Digital Small Business Lenders

    Digital Business Lenders Will Continue To Disintermediate Traditional Lenders
    March 14, 2018 | Alyson Clarke, August Du Pont

    Startups globally have sought to disrupt business lending. By using alternative sources of data, continuously honing their underwriting algorithms, and using digital technologies to keep overheads...

  • Report The India Credit Cards Customer Experience Index, 2017

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of five credit card brands that we analyzed as...

  • Report Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Mike Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • Report Equifax Exposed Two Massive Systemic Risks

    Flaws In The Data Economy Will Make Future Breaches Even More Frequent And Damaging
    December 19, 2017 | Amy DeMartine, Jeff Pollard, Heidi Shey

    In September 2017, Equifax announced a breach of sensitive personal information of 143 million US consumers, as well as consumers in the UK and Canada. The scale and scope of the breach foretell...

  • Report 2017 Canadian Credit Card Digital Sales Functionality Benchmark

    BMO And Scotiabank Lead The Pack In This Year's Review Of Credit Card Sales
    December 18, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest credit card issuers in Canada across 42 individual criteria. Bank of Montreal (BMO)...

  • Report The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Tom Champion

    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 Australia CX...

  • Report The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Amit Bhatia

    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 India CX...

  • Report 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales
    November 15, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes...

  • Report The UK Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    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 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...

  • 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...

  • Report Read My Lips: Clear Communication Can Mean Billions In Revenue

    Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue
    July 31, 2017 | Faith Adams, Margaret Rodriguez, Danielle Place

    How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact...

  • Report Disrupting Finance: P2P Lending

    P2P Lending Platforms Will Continue To Disintermediate Banks
    May 3, 2017 | Oliwia Berdak

    Peer-to-peer (P2P) lending is the practice of lending money to unknown individuals or businesses without a bank or other traditional financial institution underwriting the loan. Platforms like...

  • Report Boost Your Conversions With Checkout Financing

    Assessing The New Alternative Retail Financing Providers
    April 28, 2017 | Brendan Miller

    A new category of disruptive credit providers and technology solutions is delivering credit during checkout, putting a new spin on retail financing. Retail credit programs have long boosted sales...

  • Report Disrupting Finance: Digital Consumer Lenders

    Digital Consumer Lenders Will Continue To Disintermediate Traditional Lenders
    March 13, 2017 | Alyson Clarke, August Du Pont

    Startups globally have sought to use digital technology to improve consumer lending. By using alternative sources of data, continuously honing their underwriting algorithms, and using digital...

  • Report Disrupting Finance: Digital Point-Of-Sale Lending

    Digital Point-Of-Sale Lenders Offer Alternative Credit To Consumers And Incremental Sales To Merchants
    March 13, 2017 | Alyson Clarke, August Du Pont

    Digital point-of-sale lending has emerged as a new category of lending to help consumers finance new spending and to help merchants reduce basket abandonment. By partnering with merchants and...

  • Report Customer Advocacy 2016: Drive Cross-Sell And Loyalty By Focusing On Advocacy

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 27, 2017 | Alyson Clarke

    Forrester has shown that customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is the key driver of loyalty and...

  • Report The France Customer Experience Index, 2016

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

    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 Fuel Retail Transformation With Payments Data

    A Blueprint For Turning Retail Transaction Data Into Customer Insights
    November 9, 2016 | Brendan Miller

    eBusiness pros to date have overlooked an invaluable source of customer insights: payments data. We surmise that they've hesitated because payments data is inherently sensitive, and they worry...

  • 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

    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...

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