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  • Report How Customer Experience Drives Business Growth, 2019

    Many customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...

  • Report The Journey Measurement Framework Applied In B2C And B2B

    A Journey Measurement Series Report

    To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost 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...

  • Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

    September 5, 2019 | Amit Bhatia

    References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

  • 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 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 How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...

  • Report The AI Revolution In CX Measurement

    12 AI Use Cases That Can Improve How CX Pros Track CX And Drive CX Action — And What CX Pros Must Do Now To Prepare
    August 1, 2018 | Maxie Schmidt-Subramanian

    AI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. CX professionals who don't pay attention to the current AI revolution will be...

  • 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 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...

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