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Report The Australia Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 19, 2019 | Riccardo PastoHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...
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Report The UK Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 13, 2019 | Joana van den Brink-QuintanilhaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
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Report The France Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...
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Report Net Promoter Benchmarks, 2019 (US)
Net Promoter Scores Of 260 Organizations Across 16 Industries
November 7, 2019 | Maxie Schmidt-SubramanianAlmost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...
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Report The US Investment Firm Customer Experience Index, 2019
How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...
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Report The US Banking Customer Experience Index, 2019
How US Banks Earn Loyalty With The Quality Of Their Experience
How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and 10 direct banks...
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Report The US Auto And Home Insurance Customer Experience Index, 2019
How US Insurers Earn Loyalty With The Quality Of Their Experience
How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...
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Report The India Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
September 19, 2019 | Amit BhatiaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...
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Report The US Health Insurers Customer Experience Index, 2019
How US Health Insurers Earn Loyalty With The Quality Of Their Experience
September 17, 2019 | Faith AdamsHow well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...
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Report The Singapore Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...
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Report The ROI Of CX Transformation
The Business Case Report In The CX Transformation Playbook
August 15, 2019 | Maxie Schmidt-SubramanianCustomer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...
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Report The Canada Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
July 15, 2019 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience...
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Report Forrester Infographic: State Of CX In India
Lessons Learned From Forrester’s CX Index™ Data
July 11, 2019 | Amit BhatiaSince 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...
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Report The US Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
June 11, 2019 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...
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Report The Australia Superannuation Customer Experience Index, 2018
How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...
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Report The Australia Banking Customer Experience Index, 2018
How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...
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Report The Canada Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
March 4, 2019 | Rick ParrishHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer...
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Report Forrester's Top Customer Experience Research Findings Of 2018
February 22, 2019 | Rick ParrishForrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports...
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Report The India Credit Cards Customer Experience Index, 2018
How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
January 7, 2019 | Amit BhatiaHow well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of five credit card issuers that we analyzed as part of the...
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Report The India Auto And Home Insurers Customer Experience Index, 2018
How Indian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
January 3, 2019 | Amit BhatiaHow well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto and home insurers that we...
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Report The India Banking Customer Experience Index, 2018
How Indian Banks Earn Loyalty With The Quality Of Their Experience
January 2, 2019 | Amit BhatiaHow well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks that we analyzed as part of the India Customer Experience...
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Report The Australia Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer...
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Report The France Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...
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Report The UK Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
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Report The India Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
November 26, 2018 | Amit BhatiaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across six industries in the India Customer...
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