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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 Parrish

    How 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...

  • Report The Australia Superannuation Customer Experience Index, 2019

    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...

  • Report Desperate For Differentiation: Creativity Galvanizes The Total Brand Experience

    Infuse Your Brand's Essence Into Every Interaction
    May 1, 2019 | Jay Pattisall, Ted Schadler

    "When everyone is super, no one will be." Little did The Incredibles villain Syndrome know that he was predicting the challenge of experience creation. Sure, your coffee app and online retail store...

  • Report The Australia Banking Customer Experience Index, 2018

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
    April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

    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...

  • Report The Australian Government's Customer Experience Affects Mission Outcomes

    Insights From Forrester's Customer Experience Index
    March 29, 2019 | Riccardo Pasto, William Willsea

    Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our...

  • Report The UK Retail Customer Experience Index, 2018

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 12, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    March 4, 2019 | 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 184 brands across 17 industries in the Canada Customer...

  • Report Forrester's Top Customer Experience Research Findings Of 2018

    February 22, 2019 | Rick Parrish

    Forrester'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...

  • Report The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    January 24, 2019 | Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...

  • 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 Bhatia

    How 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...

  • 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 Bhatia

    How 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...

  • Report The India Banking Customer Experience Index, 2018

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 2, 2019 | Amit Bhatia

    How 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...

  • Report The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 26, 2018 | Riccardo Pasto, 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 36 brands across six industries in the Australia Customer...

  • 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 Causey

    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...

  • 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 Causey

    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 five industries in the UK CX Index....

  • Report The India Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    November 26, 2018 | Amit Bhatia

    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 six industries in the India Customer...

  • Report Your New CX Mandate: Be The Engine Of Growth

    Lessons Learned At Forrester's CX Singapore 2018 Summit
    October 31, 2018 | Frederic Giron

    Ease and effectiveness are now table stakes for customer experiences (CX). Companies must design experiences that evoke positive emotions to deepen customer loyalty and differentiate their brand....

  • Report The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    August 29, 2018 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...

  • Report The US Luxury Auto Manufacturers Customer Experience Index, 2018

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

    How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the...

  • Report The US Brokerage Customer Experience Index, 2018

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Alyson Clarke, August Du Pont

    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 brokerage and investment brands...

  • Report The US Auto And Home Insurers Customer Experience Index, 2018

    How US Auto And Home 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 were analyzed as part of...

  • Report The US Mass Market Auto Manufacturers Customer Experience Index, 2018

    How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

    How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were...

  • 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 Multichannel Retailers Customer Experience Index, 2018

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retailer brands that were...