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  • Report The Australia Banking Customer Experience Index, 2019

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX...

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

  • Report The Australia Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 19, 2019 | Riccardo Pasto

    How 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...

  • Report Predictions 2020: Customer Experience

    Economics Will Drive Major CX Decisions But Not Always For The Best

    Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

  • Report Now Tech: Experience Design Services In China, Q1 2019

    Forrester's Overview Of 27 Experience Design Service Providers In Greater China
    January 18, 2019 | Riccardo Pasto

    You can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...

  • Report The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 26, 2018 | Riccardo Pasto, Rick Parrish

    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...

  • 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
    November 12, 2018 | Riccardo Pasto, Danny Mu

    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...

  • 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 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...

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