customer experience index (CX Index)
The Forrester Customer Experience Index (CX Index™) is closes the loop between CX measures and growth, giving you unprecedented ability to guide investments that produce the greatest revenue return. Our CX Index insights glean lessons from the index’s data.
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Forrester’s 2023 Singapore CX Index Shows Scores Flat To Down
Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped. The overall quality of banking experiences has slightly dropped since […]
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Growth Strategy In Action: Apple Plants New Seeds
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]
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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
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Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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Canadian Customer Experience Quality Falls To A New Low
The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.
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US Health Insurers’ CX In 2023: Stable, Trending Toward Stagnant
If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it. In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]
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US CX Quality Falls For An Unprecedented Second Consecutive Year
US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.
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The Right Way To Set CX Metrics Goals
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
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Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
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Contact Centers Are Leaving Money On The Table
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
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2022, Year In Research — A Look Back
So 2022 is officially done and dusted, for better or worse. But before getting too far into 2023, let’s take a moment to look back at what we achieved over the previous year. More specifically, I wanted to share some thoughts from our research associate, Aidan Riga, since he did such an outstanding job supporting […]
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Highlights From The UK Auto And Home Insurers CX Index, 2022
Discover the 2022 Forrester CX Index scores for auto and home insurer brands in the UK, and dive into the CX drivers and emotions that drive loyalty the most.
Podcast
CX Teams Face Diverging Fates In 2023
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. One in 10 CX organizations will be stronger than ever at the end of 2023, explains VP, Research Director Rick Parrish. Find out how in this episode of What It Means.
Steer Your CX Budget With Our 2024 Benchmark Data
Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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¿Cómo Las Aseguradoras Españolas Pueden Mejorar Su CX y Generar Más Lealtad?
La Calidad de CX en las Aseguradoras De Autos y Hogares Españolas Queda Rezagada Comparada Con Sus Pares Europeas.
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Livelli di CX Index in Italia in leggero calo nel settore assicurativo per i prodotti casa e auto
In Italia il Customer Experience (CX) Index mostra segnali di rallentamento per le assicurazioni (prodotti auto e casa).
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CX Index för Svenska försäkringsbolag 2022: Vad vill kunderna ha?
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs nu ett CX index på svenska försäkringsbolag som en del av det europeiska CX indexet. Varför är CX så viktigt? Och varför just nu? I vår forskning syns en tydlig korrelation mellan […]
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Customer Experience In UK Banking Improved Significantly In 2022 — But Not Across The Board
In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.
Blog
CX Index för svenska banker 2022: Vad vill kunderna ha?
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs ett CX index på svenska banker som en del av det europeiska CX indexet. Varför spelar CX roll? Och varför just nu? I vår forskning syns en tydlig korrelation mellan företags tillväxt […]
Avoid Choosing The Wrong CX Beacon Metric
Attend our May 17 webinar to learn how to use a four-step process to evaluate and choose a CX beacon metric aligned with business and financial goals.
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Questions To Ask When Setting CX Metrics Goals
If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.
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Meet Zeid Khater, Forrester’s Newest Analyst Covering Customer Data And Analytics
Tell Us About Yourself I was born in Amman, Jordan. Some weeks after, my family relocated to the United States and settled in the Midwest. My childhood took me from Minneapolis to Milwaukee and eventually to the south suburbs of Chicago, where I currently reside. How Did You Get Interested In Data And Analytics? Growing […]
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Running Twice As Smart: A CMO Growth Primer For An Economic Downturn
It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […]
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