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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Webinar The Canada Customer Experience Index, 2020

    Thursday, August 27, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We explain the pandemic’s effects on this year’s results, discuss trends...

  • Report The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

    How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    December 20, 2019 | Michelle Yaiser, Rick Parrish

    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 Luxury Auto Manufacturers Customer Experience Index, 2019

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    December 19, 2019 | Michelle Yaiser, Rick Parrish

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

  • Report The US Federal Customer Experience Index, 2019

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    November 7, 2019 | Rick Parrish, Laura Garvin Tramm

    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...

  • Webinar The Canada Customer Experience Index, 2019

    Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
    August 6, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

  • Webinar The US Customer Experience Index, 2019

    Small Gains Emerge Amidst Widespread Stagnation
    June 26, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s US Customer Experience Index™. We discuss trends in CX quality at the brand and industry level, the role that...

  • 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...

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