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  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

    Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

    Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

    March 6, 2020 | Gina Bhawalkar

    Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

  • Report How US Companies Improved Their CX Index Scores

    February 20, 2020 | Harley Manning, Sam Karpinski, William Willsea

    As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...

  • Webinar How US Companies Improved Their CX Index Scores

    February 19, 2020 | Rick Parrish, Harley Manning

    Most brands in Forrester’s 2019 Customer Experience Index (CX Index™) stagnated. A few broke from the pack and earned significant score increases. This webinar will reveal what some of...

  • Report How Customer Experience Drives Business Growth, 2019

    December 13, 2019 | Maxie Schmidt-Subramanian, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

  • Report The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

    Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy
    August 15, 2019 | Harley Manning

    Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

  • Report The Definitive Guide To Forrester's Journey Mapping Research

    A Guide To Our 25 Leading Journey Mapping Reports

    Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...

  • Report The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    June 11, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience...

  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • Report How To Build A VoC Program In Healthcare

    February 15, 2019 | Faith Adams, Arielle Trzcinski

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be...

  • Report Three Ways To Evolve CX Prioritization

    Advanced Level: Prioritization Practices For CX Transformation
    November 13, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX
    October 2, 2018 | Joana de Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • Report How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries
    September 21, 2018 | Maxie Schmidt-Subramanian, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...

  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

  • Report The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...