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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, 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 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 Case Study: Regence Uses Chat To Boost Customer Satisfaction

    What Customer Experience Professionals At Other Firms Can Learn
    February 15, 2011 | Elizabeth Boehm

    Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

  • Report Mobile And Social Gain Ground In Wellness And Disease Management

    Consumers Report On Program Availability, Usage, And Relevance
    December 1, 2010 | Elizabeth Boehm

    Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which...

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report Seven Trends Customer Experience Professionals In Healthcare Can't Afford To Ignore

    How New Technologies Will Transform Digital Healthcare Experiences
    February 3, 2010 | Elizabeth Boehm

    On the eve of a new decade, many elements of the US healthcare system are still twisting in the winds of healthcare reform. But the writing on the customer experience wall is clear: Consumers'...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • Report The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions
    April 14, 2009 | Bruce D. Temkin

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

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