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The Retail eCommerce Playbook For 2019
The Art And Science Of Retail eCommerce
Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they are not missing either opportunities for direct online sales or ways that this...
Charts & Figures
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The Top Four Brands In Forrester's Australia CX Index, 2019
November 19, 2019
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Positive And Negative Emotions Drive A Customer's Experience
November 19, 2019
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Search Results
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Report The Australia Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
November 19, 2019 | Riccardo PastoHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...
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Report The India Customer Experience Index, 2019
How Brands Build Loyalty With The Quality Of Their Experience
September 19, 2019 | Amit BhatiaHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...
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Forum CX Singapore 2019
Change The Game: Driving Radical CX Innovation
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...
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Report Forrester Infographic: State Of CX In India
Lessons Learned From Forrester’s CX Index™ Data
July 11, 2019 | Amit BhatiaSince 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...
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Forum CX Sydney 2019
Change the Game: Driving Radical CX Innovation
Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....
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Report The India Digital Retailers Customer Experience Index, 2018
How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
January 24, 2019 | Amit BhatiaHow well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...
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Report The Australia Customer Experience Index, 2018
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 36 brands across six industries in the Australia Customer...
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Report The India Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
November 26, 2018 | Amit BhatiaHow 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 six industries in the India Customer...
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Report Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics
How China's Largest Retailer Wins By Infusing Operations With Emerging Tech
JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This...
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Report The Australia Retail Customer Experience Index, 2017
How Australian Retailers Earn Loyalty With The Quality Of Their Experience
January 22, 2018 | Tom ChampionHow well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of the...