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  • Customer Emotion

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  • 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...

  • Report The US Banking Customer Experience Index, 2018

    How US Banks Earn Loyalty With The Quality Of Their Experience

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and 10 direct banks that were analyzed...

  • Report Bring Brand To Life With Customer Journeys

    Your Brand Promise Is Empty Unless Brand-Infused Customer Journeys Make It A Reality

    To differentiate, companies must create resonance between brand and customer experience (CX) at every step of customers' journeys — but often don't. The result: brand promises that remain...

  • Report Customer Experience Trends In China, 2018

    What China Reveals About The Future Of Customer Experiences
    June 5, 2018 | Riccardo Pasto

    China has jumped to the forefront of customer experience (CX) innovation globally. In particular, leading tech firms are pushing the frontiers of digital to capitalize on the mobile-first behaviors...

  • Report The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    May 31, 2018 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Prioritize CX Investments By Understanding Empowered Customers

    A Technographics® 360 Report
    May 29, 2018 | Anjali Lai, Margaret Rodriguez, Laura Garvin Tramm

    Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers'...

  • 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 Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
    April 19, 2018 | Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue....

  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report The France Retail Customer Experience Index, 2017

    How French Retailers And Brands Earn Loyalty With The Quality Of Their Experience
    March 28, 2018 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 21 retail brands — both traditional retailers (store and...

  • Report The France Banking Customer Experience Index, 2017

    How French Bank Brands Earn Loyalty With The Quality Of Their Experience
    March 22, 2018 | Aurelie L'Hostis, Alex Causey

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

  • Report The UK Banking Customer Experience Index, 2017

    How UK Bank Brands Earn Loyalty With The Quality Of Their Experience
    March 22, 2018 | Aurelie L'Hostis, Alex Causey

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

  • Report Get Emotion Right In Your Brand's Digital Marketing

    Start With Mobile, Chatbots, And Conversational Interfaces
    March 5, 2018 | Thomas Husson

    Marketers need to rethink how their brand conveys emotion beyond the confines of TV advertising. Mobile touchpoints like messaging apps and conversational interfaces, such as intelligent agents and...

  • Report The UK Traditional Retailers Customer Experience Index, 2017

    How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    February 14, 2018 | Michelle Beeson

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional retail...

  • Report Customers Prefer Hybrid Digital/Physical Experiences

    New Insights From Forrester's Customer Experience Index
    February 9, 2018 | Rick Parrish

    Conventional wisdom states that customers prefer digital experiences. As a result, companies race to create entirely digital experiences to entice customers away from physical channels like call...

  • Report Case Study: Honda Puts Brand Effectiveness In High Gear With Consumer Neuroscience

    Test Your Brand Strategy On The Track Before Race Day
    February 6, 2018 | Dipanjan Chatterjee

    Honda used consumer neuroscience to test several advertising creative executions. This enabled the car company to unearth findings that optimized its campaigns in a way it could never imagine doing...

  • Report How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

    Create More Positive Emotions And Heighten Memories Of Positive Emotions
    January 10, 2018 | Samuel Stern, Danielle Place, Margaret Rodriguez

    Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create...

  • Report Facebook Loses Ground Among US Online Youth

    A North American Consumer Technographics® Report
    December 12, 2017 | Anjali Lai

    In the race to win and sustain the attention of US youth, Facebook is falling behind. Our analysis of trended behavioral and attitudinal data reveals that young consumers increasingly engage with a...

  • 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 The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • Report The Germany Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    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 three industries in the Germany...

  • Report The France Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    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 four industries in the France CX...

  • Report The US Traditional Retailers Customer Experience Index, 2017

    How US Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    October 25, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 traditional retail...

  • Report The CMO's Guide To Emotion

    Prepare Your Brand To Act On The New Science Of Emotion
    August 14, 2017 | James L. McQuivey

    Everybody knows emotion is important, marketers most of all. But most people's understanding of emotion is woefully outdated and inadequate. Consequently, most marketers use emotion as a blunt...

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