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  • Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

    Scale Customer Experience Quick Wins To A Total Business Makeover
    January 26, 2018 | Tom Mouhsian

    Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

  • Report The Australia Retail Customer Experience Index, 2017

    How Australian Retailers Earn Loyalty With The Quality Of Their Experience
    January 22, 2018 | Tom Champion

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of the...

  • Report The Australia Banking Customer Experience Index, 2017

    How Australian Banks Earn Loyalty With The Quality Of Their Experience
    January 22, 2018 | Tom Champion

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

  • Report Brand Management, EX, And Trust Will Fuel Growth For Australian Firms In 2018

    Insights From Forrester's Predictions 2018 Sydney Event
    January 18, 2018 | Michael Barnes, Tom Champion, Zhi-Ying Barry

    At Forrester's Predictions 2018 Sydney event, more than 250 business and technology decision makers engaged with Forrester analysts to share their key priorities, expectations, and challenges for...

  • Report The State Of CX Management In India, 2017

    Enhance Customer Experience Competencies To Differentiate And Break Away From Peers
    January 17, 2018 | Amit Bhatia

    Organizations that want to reliably provide a great customer experience (CX) must master CX management. Firms with mature CX management perform key activities across the six essential competencies...

  • Report The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

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

  • Report The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Tom Champion

    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 Australia CX...

  • Report The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | 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 five industries in the India CX...