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FORRESTERNOW

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 US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience
    June 15, 2020 | TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

  • Report Delight The Right Customers To Build A Successful Business

    June 9, 2020 | TJ Keitt

    Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

  • Report Keys To Implementing A B2B Customer Experience Program

    Lessons Learned From The B2B Track Session At CX NYC
    July 24, 2019 | TJ Keitt, Judy Weader

    Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at...

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