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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 2014 Website Functionality Benchmark: US Health Insurance Plan Public Sites

    In An Age Of Increasing Complexity And Consumer Choice, Healthcare Sites Struggle With Simplicity
    March 9, 2015 | Peter Mueller

    In the wake of the Affordable Care Act, leading health plans have been vocal about finally making serious investments in retail-oriented, digital shop-to-enroll experiences. As we move into the...

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