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  • Report The US Banking Customer Experience Index, 2018

    How US Banks Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Alyson Clarke, Gina Bhawalkar, August du Pont

    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 The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018

    US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation
    June 18, 2018 | Ellen Carney, Gina Bhawalkar

    To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful...

  • Report The Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away
    June 18, 2018 | Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide...

  • 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 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 The Forrester Banking Wave™: US Mobile Apps, Q2 2018

    USAA Leads By Offering Robust Features That Are Easy To Use
    June 7, 2018 | Peter Wannemacher, Gina Bhawalkar, August du Pont

    Digital business leaders and customer experience professionals at banks have to design, build, and help deliver mobile experiences that assist customers in conveniently achieving their objectives...

  • Report The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Balance Great Functionality With Great User Experience
    June 7, 2018 | Gina Bhawalkar, Peter Wannemacher, August du Pont

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring customers by providing support along the way....

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