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  • Report Customer Experience Drives Revenue Growth, 2016

    Comparing The Revenue Performance Of CX Leaders And Laggards
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • Report Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

    The Evolution Of An Outcome-Driven CX Measurement Program
    May 28, 2014 | Maxie Schmidt-Subramanian

    The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. However,...

  • Report Benchmark 2007: Minimal Progress In eGovernment Adoption

    September 19, 2007 | Alan E. Webber

    Citizens see government portals primarily as information sources, not as an interaction hub. US and Canadian governments at every level continue to fail to convince citizens of the advantages of...

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