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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 Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation
    November 30, 2018 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • Report Predictions 2019: New Tech

    Where VC Funding And Innovation Will Go In 2019
    November 6, 2018 | Carlton A. Doty

    CXOs in large and midsize enterprises must constantly monitor emerging technology markets to uncover innovation opportunities. Top of mind for most are some usual suspects like machine learning,...

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