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  • Report The Customer Experience Generation Gap

    Customer Experience Index Scores Across Five Generations And 12 Industries
    September 30, 2009 | Bruce D. Temkin

    Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers...

  • Report Customer Experience Boosts Revenue

    Modest Improvements Can Bring In $177 Million To $311 Million Per Year
    June 22, 2009 | Bruce D. Temkin

    Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

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