customer experience index (CX Index)

Forrester’s Customer Experience Index (CX Index™) is designed to close 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.

Discover how Forrester supports customer experience leaders.

Insights

Podcast

CX Predictions 2021: Design For Consumer Trust

What It Means December 3, 2020
Consumer trust has always been important. But for 2021, consumer trust is underlined and bolded — nothing is more important for a brand’s survival. On this episode of What It Means with Vice President and Research Director David Truog, discover how CX pros will helm their firm’s journey into the brave new world of post-pandemic customer expectations.
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Blog

Service New South Wales Is The Clear CX Leader In Australia’s Public Sector

Riccardo Pasto November 29, 2020
Our Australia government Customer Experience Index (CX Index™) 2020 results are in! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy, effective, and emotionally engaging. These indicators explain each government organization’s overall CX Index score and impact on mission performance. This year, we […]
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The US CX Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.

Blog

European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact

Oliwia Berdak November 18, 2020
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Blog

Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

David Truog October 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
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Blog

Australian FSI Firms Have Responded Well To The Pandemic, But Their CX Is Just OK

Riccardo Pasto October 8, 2020
The 2020 Australia Banking and Superannuation Customer Experience Index (CX Index™) results are live! COVID-19 stress-tested the robustness of Australian banks’ and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes. Firms Must Focus On CX That Builds Loyalty To Come Out Ahead In The Crisis Forrester’s CX Index methodology […]
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Blog

Brands In Singapore Are Getting Better At Customer Experience

Tom Mouhsian October 5, 2020
Since 2018, Forrester has been tracking how customers rate their experience with some of the biggest brands in banking and insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings, which can be summarized as follows: Customer experience quality in financial services in Singapore has improved. The overall quality of CX […]
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Blog

US Federal CX Eked Out A New High But Still Trails The Private Sector

Rick Parrish October 1, 2020
Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.
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How Does Your Brand’s CX Stack Up?

Is your brand top of the pack or falling behind? Discover how your customers rated your brand's experiences in the 2020 CX Index™ results.

Blog

Canada Customer Experience Index, 2020, Results Are Now Live!

Rick Parrish August 26, 2020
Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: 1. We added the utilities industry. 2. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed.
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Blog

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams August 11, 2020
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
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Blog

In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Harley Manning August 3, 2020
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
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Blog

Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely

TJ Keitt July 28, 2020
According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
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Webinar

The US Customer Experience Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.
Watch Now

Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Blog

“All Right, You Made Your Point. Now What Do We Do About It?”

Harley Manning July 13, 2020
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.
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Blog

In A Crisis, Customer-Obsessed Government Can Save Lives

Sam Higgins July 2, 2020
In the midst of the COVID-19 pandemic and a global recession, the need for exceptional government customer experience has never been greater.
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Podcast

The Future Of Advertising

What It Means July 2, 2020
The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising.
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Blog

Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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Blog

Lenders: Speed Up Access To Small Business Loans

Zhi Ying Barry April 27, 2020
Whether small businesses survive in the next few months depends on what lenders do right now. But they're struggling to underwrite and disburse loans at speed that will give small businesses the access to the working capital that they desperately need. Learn what lenders can do.
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Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

Blog

Getting Digital CX Right Amid The Pandemic

Rick Parrish March 20, 2020
Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're delivering emotionally relevant CX during this difficult time.
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Blog

Tech Leadership Churn In Australian Banks — Correcting The False Promise Of Bimodal IT

Sam Higgins March 19, 2020
Principal Analyst Sam Higgins dispels the myth that having two technology portfolios run by two different leaders is the best approach.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins March 9, 2020
PandemicEX: The Employee Experience Of A Pandemic The health and economic impacts of the novel coronavirus and the disease it causes, COVID-19, are important to track. But what about the effect on your employees? As our security and risk team wrote early on in this epidemic, not only do companies need a business continuity plan, but […]
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