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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 How Top Performers Improved Their CX Scores And Achieved Strong Revenue Growth

    To Defy Trends, Learn Six Lessons From Leading Australian Firms
    March 29, 2018 | Tom Champion

    What CX initiatives achieve notable change for customers and result in strong financial growth? To find out, Forrester interviewed customer experience (CX) professionals at brands that had the...

  • Report The Top Qualities Of Elite CX Brands

    What Firms At The Top Of Forrester's Customer Experience Index Have In Common
    January 30, 2018 | Tom Champion

    What does it take to deliver elite customer experiences? To find out, Forrester interviewed customer experience (CX) professionals at brands that have repeatedly placed in the top rungs of...

  • Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

    Scale Customer Experience Quick Wins To A Total Business Makeover
    January 26, 2018 | Tom Mouhsian

    Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

  • Report The Australia Retail Customer Experience Index, 2017

    How Australian Retailers Earn Loyalty With The Quality Of Their Experience
    January 22, 2018 | Tom Champion

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of the...

  • Report The Australia Banking Customer Experience Index, 2017

    How Australian Banks Earn Loyalty With The Quality Of Their Experience
    January 22, 2018 | Tom Champion

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine banking brands that we analyzed as part of the...

  • Report The State Of CX Management In India, 2017

    Enhance Customer Experience Competencies To Differentiate And Break Away From Peers
    January 17, 2018 | Amit Bhatia

    Organizations that want to reliably provide a great customer experience (CX) must master CX management. Firms with mature CX management perform key activities across the six essential competencies...

  • Report The India Credit Cards Customer Experience Index, 2017

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of five credit card brands that we analyzed as...

  • Report The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands that we analyzed as part of the India...

  • 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...

  • Report The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Amit Bhatia

    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 India CX...

  • 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...

  • Report The State Of CX Management In China, 2017

    Build Stronger Management Capabilities To Improve Customer Experience
    September 18, 2017 | Riccardo Pasto

    Chinese firms are investing more effort and resources in customer experience (CX) as a differentiator and source of market strength. This report examines the findings from our 2017 CX management...