Forrester

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• 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...

• Forum CX NYC 2019

  Change The Game: Leading Radical CX Innovation

  June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  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...

• Report How Customer Experience Drives Business Growth, 2018

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

  September 21, 2018 | Maxie Schmidt-Subramanian, Laura Garvin Tramm

  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 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...