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  • 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...

  • Report Case Study: Designing Humana's Mobile Suite

    How Customer Experience Professionals Can Support Mobile Experiences
    February 23, 2012 | Elizabeth Boehm

    Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to...

  • Report How Companies Raised Their Customer Experience Index Scores, 2011

    April 18, 2011 | Megan Burns

    To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered...

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