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  • Report Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

    Build Emotional Engagement With Authentic Human Interactions
    May 7, 2018 | Riccardo Pasto

    HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. This report details some of the...

  • Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

    Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market
    March 20, 2017 | Riccardo Pasto

    To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

  • Report The India Customer Experience Index, 2016

    The Customer Experience Of Brands In India Improves, But More Remains To Be Done
    November 2, 2016 | Amit Bhatia

    As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

  • 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...

  • Report Brief: The Demise Of The Chinese Group Tour

    Metro China's Travelers Are Going Independent — Are You Ready For Them?
    October 13, 2016 | Riccardo Pasto, Ryan Hart

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher...

  • Report The China Customer Experience Index, 2016

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
    August 31, 2016 | Riccardo Pasto, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index...

  • Report Brief: The State Of Customer Experience In India, 2015

    How CX Professionals In India Can Overcome Inertia On The Path To CX Maturity
    January 21, 2016 | Thomas McCann

    As competition from international brands grows, companies serving consumers in India are committed to improving their customer experience (CX). But many of these firms are struggling to build a...

  • Report The India Customer Experience Index, 2015

    A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty
    September 21, 2015 | Ryan Hart

    For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

  • Report The Australia Customer Experience Index, 2015

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty
    September 14, 2015 | Thomas McCann

    How good is the customer experience (CX) at leading companies in Australia? This report helps answer that question by applying Forrester's Customer Experience Index (CX Index™) methodology to...

  • Report The China Customer Experience Index, 2015

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
    August 24, 2015 | Ryan Hart

    For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

  • Report Slowing Economic Growth Threatens Customer Experience Focus

    Know How To Defend CX Programs In Economically Uncertain Times
    March 27, 2015 | Thomas McCann

    The World Bank recently predicted that the global economy will grow by 3.0% in 2015 — down from the 3.4% growth it forecast in June 2014. This lower growth projection reflects a less optimistic...

  • Report The Unified Digital Customer Experience Imperative In India

    Complex Customer Engagement Mandates Unifying Digital Experiences
    February 19, 2015 | Nupur Singh Andley

    India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a...

  • Report The Business Impact Of Customer Experience In China, 2014

    September 19, 2014 | Samantha Jaddou

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

  • Report The Customer Experience Index, China 2014

    March 20, 2014 | Samantha Jaddou

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

  • Report How Japanese Consumers Use The Mobile Internet

    March 10, 2009 | Jonathan Browne

    The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

  • Report Japan's Social Networks Need Usability Improvements

    Forrester Evaluated Mixi, Gree, And Cafesta
    August 5, 2008 | Jonathan Browne

    The growing popularity of Japan's social networking services (SNSes) is dependent on getting people to sign up for and use their services. To find out how easy it was to register for Japan's SNSes,...

  • Report Australia Is Primed For Social Computing Adoption

    March 22, 2007 | Alyson Clarke

    Seventy-nine percent of Australians are actively using the Internet, which has made it increasingly important for Australian companies to focus on their online strategy and engage these consumers....