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  • Report The India Customer Experience Index, 2016

    The Customer Experience Of Brands In India Improves, But More Remains To Be Done
    November 2, 2016 | Amit Bhatia

    As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

  • 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 The China Customer Experience Index, 2016

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
    August 31, 2016 | Riccardo Pasto, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index...

  • 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 The Retrofit Future Of The Connected Car

    Why Internet-Of-Things Devices That Retrofit "Dumb" Cars Will Remake Personal Transportation Experiences
    June 6, 2016 | Frank E. Gillett

    Smartphones, connected cars, and car accessories enabled by the internet of things (IoT) are remaking the personal transportation experience. In this report, we analyze how smartphones are changing...

  • Report Automakers Achieve Brand Resonance Today But Face Digital Disruption Soon

    Technographics® TRUE Brand Compass: Automaker Brands
    January 7, 2016 | James L. McQuivey

    Disrupters like Tesla and Uber are plotting against traditional automakers. To ensure that they avoid becoming commodity hardware brands, automakers must build brands that drive brand resonance....

  • Report The India Customer Experience Index, 2015

    A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty
    September 21, 2015 | Ryan Hart

    For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain...

  • 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 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 The Customer Experience Index, Germany 2014

    May 28, 2014 | Jonathan Browne

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

  • Report The Business Impact Of Customer Experience, 2014

    March 27, 2014 | Maxie Schmidt-Subramanian

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

  • Report The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

  • Report The Customer Experience Index, UK 2014

    March 21, 2014 | Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

  • 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 Customer Life-Cycle Industry Overview: Automobiles

    A Consumer Technographics® Report
    November 21, 2013 | Reineke Reitsma

    When Mad Men's silver-tongued creative director Don Draper declared that "happiness is the smell of a new car," he suggested that buying a car means more than just having the ability to get from...

  • Report The Connected Car

    Prepare For The Next Computing Environment
    July 22, 2013 | Charles S. Golvin

    Persistent broadband Internet connectivity has transformed many industries, primarily via smartphones and applications but also by embedding network connections into devices and environments. Now...

  • Report Food And Beverage Brands Must Be Trusted And Essential

    Technographics® TRUE Brand Compass: Food And Beverage Consumer Packaged Goods
    July 15, 2013 | Tracy Stokes

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers now have a steeper hill to climb to earn consumers' brand preference, referral, and willingness to...

  • Report Trust, Not Buzz, Builds Health And Beauty Brand Resonance

    Technographics® TRUE Brand Compass: Health And Beauty Consumer Packaged Goods
    July 15, 2013 | Tracy Stokes

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers now have a steeper hill to climb to earn consumers' brand preference, referral, and willingness to...

  • 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 Trends 2013: North American Insurance eBusiness And Channel Strategy

    Disruption Drives 12 Trends In Digital Insurance Agendas
    May 16, 2013 | Ellen Carney

    There's one word that sums up what's going on in the business of insurance right now: disruption. There are four drivers behind the state that the industry is in, all of which have implications...

  • Report Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

    March 14, 2013 | Frederic Giron

    Global automotive markets are being transformed by the combined effects of environmental concerns, the fast growth of emerging markets, and changing consumer behavior. In particular, the automotive...

  • Report The Marketing Case For A Branded Sales Channel

    Marketers Must Look Beyond Incremental Sales And Margins To Assess The Full Impact Of A Direct Sales Channel
    February 1, 2013 | Fortune Alexander

    Every product category has a set of competitors that have a branded route to the customer — such as The Body Shop in cosmetics, Gap in apparel, and Apple in consumer electronics — while still...

  • Report The Customer Experience Index, 2013

    January 15, 2013 | Megan Burns

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

  • Report The Business Impact Of Customer Experience, 2012

    March 26, 2012 | Megan Burns

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

  • Report Pricing As A Strategic Competency

    Why Price Needs To Become More Than Just A Number For Product Strategists
    February 13, 2012 | J. P. Gownder

    Price can no longer be just a number for product strategists. Pricing now needs to become a strategic competency that affects every aspect of product strategy, from the business model to the nature...

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