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  • Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • Report The Public Is Still Skeptical Of Federal Digital Customer Experience

    February 18, 2016 | Rick Parrish

    Since 2011, the White House has been trying to improve the federal digital customer experience (CX). Five years later, federal digital CX is finally starting get better. Unfortunately, customers...

  • Report Washington Must Work Harder To Spur The Public's Interest In Digital Government

    Federal Agencies Are Spending Millions On Digital CX That Customers May Not Want
    April 28, 2015 | Rick Parrish

    Federal agencies will continue spending huge sums on digital customer experience (CX) for years to come. Their efforts have already given the American people more and better digital channels than...

  • Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • Report What Makes A Great Government Experience

    Lessons Learned From Our New Customer Experience Index
    November 7, 2014 | Rick Parrish

    Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole...