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  • Customer Experience Management
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  • Report The UK Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 13, 2019 | Joana van den Brink-Quintanilha

    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 UK CX Index....

  • Report The Forrester Banking Wave™: UK Mobile Apps, Q3 2019

    Digital Banks Are Giving Established Banks A Run For Their Money
    September 17, 2019 | Benjamin Ensor, Aurelie L'Hostis, Karine Cardona-Smits

    Mobile apps have become the touchpoint of choice for millions of customers to manage their finances. Digital banking teams need to build mobile banking around customer needs, empowering customers...

  • Report The UK Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 21, 2018 | Joana van den Brink-Quintanilha, Alex Causey

    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 UK CX Index....

  • Report Case Study: Geoffrey Insurance Boosts Customer Engagement With Personalized Interactive Video

    Personalized Video Increases The Value Of New Customer Communications
    September 17, 2018 | Nick Barber, Ellen Carney

    Insurers struggle to communicate effectively with customers. In an industry rife with dense language and even denser business processes, how can digital business leaders engage customers and...

  • Report The UK Banking Customer Experience Index, 2017

    How UK Bank Brands Earn Loyalty With The Quality Of Their Experience
    March 22, 2018 | Aurelie L'Hostis, Alex Causey

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

  • Report Investment Companies All Talk Alike

    Investment Companies Fail To Produce Content That Gives Customers Reason To Believe Them
    March 8, 2018 | Ryan Skinner

    Investment firms are fighting for an estimated $30 trillion in new assets under management for individuals between 2015 and 2020. And new digital investment firms (so-called robo-advisors) join the...