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  • Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | 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 all 192 brands across 18 industries in the Canada CX Index...

  • 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 UK Customer Experience Index, 2016

    UK Brand Scores Reveal A Year Of Progress
    November 1, 2016 | Joana de Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in the UK and the specific brands that you must beat to...

  • Report Making Informed Mobile Payment Investments In China

    April 16, 2013 | Bryan Wang, Wen Zhao

    The increasing penetration of smartphones among mobile subscribers and booming online retail are driving the adoption of mobile payments in China. It's crucial for infrastructure and operations...

  • Report M2M Connectivity Helps Telcos Offset Declining Traditional Services

    But They Are Poorly Positioned For The Larger Value-Added Service Opportunity
    November 22, 2011 | Michele Pelino

    Telcos face increasing pressure on traditional voice revenues and seek new revenues from services leveraging existing assets. Machine-to-machine (M2M) technologies, including radio frequency...

  • Report How Satisfied Are Consumers With Web Site Experiences In 2010?

    Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries
    June 14, 2010 | Megan Burns

    Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

  • Report Mobile World Congress 2010: Welcome To Nontelecom Players!

    February 25, 2010 | Thomas Husson

    The mobile industry is in full swing. Its center of gravity is shifting from hardware to software, from voice to data and services, and from traditional telecom stakeholders to new entrants....

  • Report Executive Q&A: Website Brand Experience Reviews

    January 13, 2010 | Ron Rogowski

    Website Brand Experience Reviews uncover two types of flaws in a website's support for brand: those that prevent users from accomplishing key goals and those that contradict a company's brand...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • Report A Closer Look At Customer Experience And Loyalty

    The Correlation Between Customer Experience And Loyalty For 112 Firms
    August 4, 2008 | Bruce D. Temkin

    Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

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