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• Report The UK Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 13, 2019 | Joana van den Brink-Quintanilha

  How 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 five industries in the UK CX Index....

• Report The Forrester Banking Wave™: UK Mobile Apps, Q3 2019

  Digital Banks Are Giving Established Banks A Run For Their Money

  September 17, 2019 | Benjamin Ensor, Aurelie L'Hostis, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of customers to manage their finances. Digital banking teams need to build mobile banking around customer needs, empowering customers...

• Report Three Culture Practices For Long-Term Customer Centricity

  Advanced Level: Culture Practices For CX Transformation

  November 30, 2018 | Samuel Stern

  Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...