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  • Report The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    August 29, 2018 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...

  • Report The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...

  • Webinar The Billion-Customer Opportunity: Digital Accessibility

    July 26, 2018 | Gina Bhawalkar

    Now more than ever, making digital products accessible is a growth opportunity for firms to reach untapped segments ready to spend. Seizing the opportunity starts with understanding the...

  • Report Indian Mobile Banking 2018: Five Common UX Mistakes And How To Fix Them

    Lessons In Mobile User Experience From India And Beyond
    July 16, 2018 | Amit Bhatia

    Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian...

  • Report Q&A: The Top 10 Questions At Journey Mapping Workshops

    What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know
    June 29, 2018 | Joana van den Brink-Quintanilha, TJ Keitt, Alex Causey

    Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That's because journey maps help them see through their customers' eyes by visually illustrating...

  • Report The Billion-Customer Opportunity: Digital Accessibility

    Trillions Of Dollars In Potential Revenue Await Companies That Take An Accessibility-First Approach To Digital Experiences
    June 21, 2018 | Gina Bhawalkar

    Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don't understand how...

  • Report The US Luxury Auto Manufacturers Customer Experience Index, 2018

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

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

  • Report The US Brokerage Customer Experience Index, 2018

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Alyson Clarke, August du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 brokerage and investment brands...

  • Report The US Auto And Home Insurers Customer Experience Index, 2018

    How US Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that were analyzed as part of...

  • Report The US Mass Market Auto Manufacturers Customer Experience Index, 2018

    How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    June 20, 2018 | Brendan Miller, Alex Causey

    How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were...

  • Report The US Multichannel Retailers Customer Experience Index, 2018

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retailer brands that were...

  • Report The US Digital Retailers Customer Experience Index, 2018

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Sucharita Kodali, Alex Causey

    How well do leading digital retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of 11 digital retail brands that we analyzed as part of the...

  • 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 Business Designers, North America, Q2 2018

    Forrester's Overview Of Nine XD Providers Offering Human-Centered Business Design Services
    June 14, 2018 | Andrew Hogan

    You can contract with business designers — a type of experience design provider — to apply human-centered design to: 1) align C-level executives around customer needs; 2) reshape strategies and...

  • Report At A Glance: How To Select An Experience Design Provider

    Learn About Our Research Into How They're Changing And How To Hire And Work With Them
    June 14, 2018 | Andrew Hogan

    Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking,...

  • Report Specialty Designers, North America, Q2 2018

    Forrester's Overview Of 24 XD Providers Offering Human-Centered Specialty Design Services
    June 14, 2018 | Andrew Hogan

    You can contract with specialty designers — a type of XD provider — to apply human-centered design to: 1) craft experiences that use emerging technologies; 2) get to production faster; and 3) work...

  • Report How To Select An Experience Design Provider, North America, 2018

    Three Types Of Providers Offer Human-Centered Experience Design
    June 14, 2018 | Andrew Hogan

    To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and...

  • 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 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 Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report CX Europe 2017: Designing Breakaway Customer Experiences

    The Brightest Highlights From Forrester's CX Europe 2017 Forum In London
    March 12, 2018 | Joana van den Brink-Quintanilha, Alex Causey

    After each of the Forum events that Forrester produces for customer experience (CX) professionals around the world, we ask attendees which sessions and themes were the most valuable. This report...

  • Report How To Drive Action With Your Voice Of The Customer Program

    February 2, 2018 | Faith Adams

    Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the...

  • 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 North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

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