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  • 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 The Forrester Automotive Wave™: European Websites, Q3 2018

    European Auto Brands' Sites Don't Meet Customers' Evolving Expectations
    August 29, 2018 | Brendan Miller, Alex Causey

    More than half of European consumers spend 10 hours or more researching a new car, and nearly three-quarters consider three or more brands before they purchase or lease a vehicle. To gauge how...

  • 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 Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away
    June 18, 2018 | Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide...

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