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Forum Privacy & Security 2019
The Technology of Trust
Privacy is the new competitive advantage. Your customers increasingly gravitate to brands they trust. How do you weave trust into the core of your brand promise and value proposition? How can you...
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Forum CX NYC 2019
Change The Game: Leading Radical CX Innovation
First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...
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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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Blog Forrester’s Top Customer Experience Research Findings Of 2018
February 25, 2019 | Rick ParrishForrester’s customer experience (CX) research team published more than 100 reports in 2018. I just released a report that pulls together our most important CX findings from those publications...
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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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Blog Why And How To Improve The Government Customer Experience
January 29, 2019 | Rick ParrishCX Success Is Vital To Mission Success The need to upgrade the government customer experience (CX) has never been more urgent. Government departments around the world still struggle with...
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Report The State Of CX Management Maturity, 2018
The Benchmark Report In The CX Transformation Playbook
December 31, 2018 | Rick ParrishOrganizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...
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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 Predictions 2019: Customer Experience
Customer Experience Comes Under Fire
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...
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Report Gauge Your CX Management Maturity
The Assessment Report In The CX Transformation Playbook
October 29, 2018 | Rick ParrishCustomer experience (CX) transformations don't happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right...
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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
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...
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Report The Singapore 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)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...
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Blog There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row
June 19, 2018 | Rick ParrishForrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upward, and...
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Report The US Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
June 19, 2018 | 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 287 brands across 19 industries in the US Customer...
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Blog The US Federal Government Still Ranks Near The Bottom Of Forrester’s Customer Experience Index
May 31, 2018 | Rick ParrishThe White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.”...
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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...
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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 RodriguezThe 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...
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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 StrohmengerCompanies 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....
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Blog Join Us At CX DC 2018: Transform Government From The Outside In
April 17, 2018 | Rick ParrishThe focus on government CX is not a fad. The new Improving Customer Experience cross-agency priority (CAP) goal in the President’s Management Agenda makes that crystal clear. The goal requires...
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Report Avoid These 14 CX Misconceptions
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...
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Blog Avoid These Top CX Misconceptions
March 19, 2018 | Rick ParrishTo provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and...
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Blog Does CX Quality Affect Stock Performance? Yes, But…
February 28, 2018 | Rick ParrishFor years, back-of-the-napkin analyses have claimed that CX quality correlates with better stock performance. We dug deeper and compared a portfolio of CX leaders in Forrester’s CX Index to a...
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Report CX Quality Can Affect Stock Performance
A Stock Portfolio Of CX Leaders Beat A Portfolio Of CX Laggards
February 22, 2018 | Dylan Czarnecki, Rick ParrishForrester has proven that customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. But does good CX also...
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Report Clear Communication Is Vital For Government CX Success
Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...
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Report Customers Prefer Hybrid Digital/Physical Experiences
New Insights From Forrester's Customer Experience Index
February 9, 2018 | Rick ParrishConventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...
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