Skip to main content
592 results in Everything
 

Sorry — your search returned 0 results, so we expanded the date range to "All".

Sort by:
Refine
  • North America
  • Consumer Technographics
  • Customer Experience

Featured content

ForresterNow

FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

Search Results

  • Report Four Myths About Consumer Emotion That Are Leading You Astray

    A Consumer Technographics® Report
    June 19, 2017 | Anjali Lai

    Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can...

  • 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 Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report Brief: US And UK Banks Need To Show Customers That They're Valued

    Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty
    July 19, 2016 | Ryan Hart

    Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those...

  • Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • Report Customer Experience Drives Revenue Growth, 2016

    Comparing The Revenue Performance Of CX Leaders And Laggards
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • Report The Public Is Still Skeptical Of Federal Digital Customer Experience

    February 18, 2016 | Rick Parrish

    Since 2011, the White House has been trying to improve the federal digital customer experience (CX). Five years later, federal digital CX is finally starting get better. Unfortunately, customers...

  • Report The US Customer Experience Index, Q3 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    October 5, 2015 | Megan Burns

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

  • Report Five Ways For Federal Agencies To Improve The User Experience And Digital Security

    October 1, 2015 | Rick Parrish, Allegra Burnette, Andras Cser

    Customers neither like nor trust federal digital customer experience (CX), and the situation is about to get worse. In response to recent high-profile hacks, federal agencies are set to implement...

  • Report CX Industry Spotlight: Retail Banking

    A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry
    August 14, 2015 | Gina Fleming, Peter Wannemacher

    Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for...

  • Report The US Federal Customer Experience Index, 2015

    A Benchmark Of Federal Government Agencies, Highlighting The Drivers Of Great Federal CX
    August 13, 2015 | Rick Parrish

    Forrester's Customer Experience Index (CX Index™), US Consumers Q1 2015, shows that federal agencies are still providing substandard experiences — and their poor CX performance is hurting both...

  • Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    August 7, 2015 | Megan Burns, Corey Stearns, Samantha Ngo

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

  • Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • Report CX Industry Spotlight: TV And Internet Service Providers

    A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries
    June 17, 2015 | Gina Fleming

    Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

  • Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • Report Washington Must Work Harder To Spur The Public's Interest In Digital Government

    Federal Agencies Are Spending Millions On Digital CX That Customers May Not Want
    April 28, 2015 | Rick Parrish

    Federal agencies will continue spending huge sums on digital customer experience (CX) for years to come. Their efforts have already given the American people more and better digital channels than...

  • Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • Report Three Key Features That Increase App Engagement

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data
    December 10, 2014 | Nicole Dvorak

    Understanding the mobile experiences that support users in their moment of need is the foundation to developing a successful mobile app. Forrester takes a new approach to analyzing what drives app...

  • Report What Makes A Great Government Experience

    Lessons Learned From Our New Customer Experience Index
    November 7, 2014 | Rick Parrish

    Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole...

  • Report The Customer Experience Index, 2014

    January 21, 2014 | Megan Burns

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

  • Report Build Seamless Experiences Now

    Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement
    September 19, 2013 | Tony Costa

    Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior...

  • Report Meet The Changing Needs Of Connected Customers

    June 27, 2013 | Ron Rogowski

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

  • Report The Business Impact Of Customer Experience, 2013

    June 10, 2013 | Maxie Schmidt-Subramanian

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

  • Report Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...