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  • Tom Champion

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  • 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 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...

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