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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 Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

  • Report The Australia Customer Experience Index, 2016

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty
    October 31, 2016 | Tom Champion, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian...

  • Report Brief: The State Of Customer Experience In India, 2015

    How CX Professionals In India Can Overcome Inertia On The Path To CX Maturity
    January 21, 2016 | Thomas McCann

    As competition from international brands grows, companies serving consumers in India are committed to improving their customer experience (CX). But many of these firms are struggling to build a...

  • Report The India Customer Experience Index, 2015

    A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty
    September 21, 2015 | Ryan Hart

    For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

  • Report Slowing Economic Growth Threatens Customer Experience Focus

    Know How To Defend CX Programs In Economically Uncertain Times
    March 27, 2015 | Thomas McCann

    The World Bank recently predicted that the global economy will grow by 3.0% in 2015 — down from the 3.4% growth it forecast in June 2014. This lower growth projection reflects a less optimistic...

  • Report The Unified Digital Customer Experience Imperative In India

    Complex Customer Engagement Mandates Unifying Digital Experiences
    February 19, 2015 | Nupur Singh Andley

    India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a...

  • Report The Business Impact Of Customer Experience In China, 2014

    September 19, 2014 | Samantha Jaddou

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

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