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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 Parrish

    How 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...

  • 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 Introducing Forrester's Values-Based Experience Framework

    June 11, 2019 | Rick Parrish

    Brands' moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they...

  • 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 Predictions 2019: Customer Experience

    Customer Experience Comes Under Fire
    November 5, 2018 | Harley Manning, Gina Bhawalkar, Ryan Hart

    Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three...

  • Report Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
    October 2, 2018 | TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

  • 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 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 Why And How To Improve Government CX

    The need to upgrade government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX...

  • Report The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    May 31, 2018 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    April 19, 2018 | Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

  • Report Avoid These 14 CX Misconceptions

    March 19, 2018 | Rick Parrish, Kelly Price, Ryan Hart

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced...

  • Report The US Federal Customer Experience Index, 2017

    September 6, 2017 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal with our annual...