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  • Tom Champion

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  • For eBusiness & Channel Strategy Professionals

    Report

    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 Ng

    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...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector
    October 13, 2017 | Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and...

  • For Customer Experience Professionals

    Report

    Report Extend The Customer Experience To The Employee Experience

    CX Leaders Must Evolve Their Programs With An Employee Focus
    October 3, 2017 | Tom Champion

    Organizations are increasingly aware of the need to improve the employee experience (EX) as a means of creating an exceptional customer experience (CX). But the concept of the "employee experience"...

  • For Customer Experience Professionals

    Report

    Report Five Key Steps For Making Your Culture More Customer-Centric

    Establish Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern, Tom Champion

    CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish...

  • For Customer Experience Professionals

    Report

    Report How To Build Customer Trust Faster

    Why And How To Use The Customer Experience To Earn Customer Trust
    June 12, 2017 | Tom Champion

    Customer trust is still on the decline even as security budgets and compliance requirements continue to increase. Security and compliance are critical, but leaders are not taking a customer-centric...

  • For Customer Experience Professionals

    Report

    Report Embrace Customer Diversity And Inclusion For Business Growth

    Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes
    January 25, 2017 | Tom Champion

    Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new...

  • For Customer Experience Professionals

    Report

    Report Lessons Learned: How Brands Kick-Started Their CX Momentum

    How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes
    January 11, 2017 | Tom Champion

    Forrester's Customer Experience Index (CX Index™) benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. A comparison...

  • For Customer Experience Professionals

    Report

    Report The Australia Customer Experience Index, 2016

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty
    October 31, 2016 | Tom Champion, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian...