customer experience index (CX Index)

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Does CX Quality Affect Stock Performance? Yes, But…

Rick Parrish February 28, 2018
For years, back-of-the-napkin analyses have claimed that CX quality correlates with better stock performance. We dug deeper and compared a portfolio of CX leaders in Forrester’s CX Index™ to a portfolio of CX laggards from October 3, 2016 to October 2, 2017. The results of our study were an unambiguous win for the CX leaders […]
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The Recent NPS Debate - What You Should Really Know

Maxie Schmidt January 19, 2018
Many clients have asked me about my thoughts on the recent blog post by Jared Spool who says Net Promoter Score (NPS*) is a harmful metric. I then usually mention that he is making good points but that there is another post by Aga Szóstek who says the believe in a silver bullet is the truly […]
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Retailers’ CX Slips In 2017

Sucharita Kodali December 7, 2017
Across industries, improvement in CX leads to growth in total revenue. Facing stiff competition on- and off-line, retailers need to invest in superior CX to differentiate themselves and foster the loyalty of empowered customers. However, consumers tell us that the opposite is happening. In 2017, we saw both traditional and digital-only retailers’ CX quality slip. […]
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Customer Experience Index India 2017 Results

Amit Bhatia November 22, 2017
As promised, Forrester’s Customer Experience Index (CX IndexTM) results for India 2017 are out. We’re excited to see that over-all, brands in India are doing better this year than they did in 2016! Over half the surveyed 36 brands improved their score. Here’s a quick snapshot of some other key results- Last year’s overall topper (American […]
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Three Emotional Territories That Winning Brands Get Right

Dipanjan Chatterjee November 6, 2017
Sell, Sell, Sell? Up-selling and cross-selling are extremely popular activities to boost profit margins. In my many years of consulting with financial services organizations, I have seen various shades of getting customers to buy up and buy into an assortment of product lines because a multi-product customer is vastly more profitable than one who subscribes […]
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New Data: How CX Improvements Drive Business Growth For 17 Industries

Maxie Schmidt October 19, 2017
If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]
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The US Banking Customer Experience Index, 2017

Dylan Czarnecki October 16, 2017
In this year’s Customer Experience Index, Forrester ranked and measured CX quality of 28 US direct and traditional retail banks brands. The research is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. After analyzing the new data, we found that two stalwarts of CX […]
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The US Health Insurance Customer Experience Index, 2017

Kate McCarthy October 4, 2017
Health Insurers’ CX Leaves Room For Improvement, For Customers And Revenue Today, only two things predict whether someone will buy your insurance or your competitor’s: 1) is my doctor covered? and 2) price. (See endnote 1) So why should US health insurers care about how they measure on customer experience? Because customer experience leaders grow […]
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The US Customer Experience Index For 2017: CX Quality Worsened

Rick Parrish September 27, 2017
This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continued to move upward. The report is based on Forrester’s CX Index™ methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. We revealed the […]
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CXDC 2017: Navigating the Uncertain Future of Federal Digital Engagement

Rick Parrish September 5, 2017
Next week at Forrester’s annual CXDC Forum in Washington, D.C., I’ll be joined by more than 200 government leaders who are leading the charge to improve CX at the federal level. Our packed agenda already includes 15+ sessions and features top CX leaders from the Census Bureau, Department of Veteran Affairs, TSA and more. We’ll […]
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Drive Revenue With Great CX — And Math!

Laura Garvin Tramm February 1, 2017
In our Drive Revenue With Great Customer Experience, 2017 report, we describe how great customer experience (CX) drives revenue. After reading the report, you may be wondering, how did we link revenue to CX? We followed a rigorous, academic approach that started with the premise that improving CX drives customer loyalty. Using our Customer Experience Index […]
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Drive revenue with great customer experience – Our 2017 analysis will help you make the case for CX investments

Maxie Schmidt January 18, 2017
If you are like other CX pros, at some point in your CX career you’ll encounter the “money question.” Your CEO will ask you: “What’s an improvement in our customers’ experience worth in dollars and cents?” And it’s likely that you won’t have a (good enough) answer. I say that because I know that 50% […]
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The US Customer Experience Index For 2016, Part 3: Emotion Holds The Key To CX-Fueled Loyalty

Roxana Strohmenger August 5, 2016
Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands, and CX-fueled digital disruption in the results of our US 2016 Customer Experience Index™. In this post, I’ll explore another big finding from our research: The way an experience makes customers feel has a […]
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Customer Experience Drives Revenue Growth, 2016

Harley Manning June 21, 2016
In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience. This year we repeated our study to see if the results […]
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Transforming Your Organization Into A Customer Experience Powerhouse

Keith Coe April 19, 2016
Not surprisingly, most executives whom Forrester surveys want their organizations to deliver a better customer experience and to become more customer-centric. But few organizations are achieving this aspiration: 82% of brands in Forrester’s Customer Experience Index (CX Index™) got scores of “OK” or worse by customers. Stakes in the race for customer experience excellence are high: […]
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Measure Emotions In Customer Experiences To Improve Loyalty

Maxie Schmidt March 9, 2016
Do you know how your customers feel about their experiences with your firm? Customers’ emotions can damage — or improve — customers’ perception of the overall experience and your firm’s ability to grow. Customers’ emotions affect whether you’ll lose or keep them, whether they will buy more or less from you, and whether they will […]
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Forrester’s Customer Experience Index, Q3 2015: It’s Hard Being An Optimist

Michael Gazala October 6, 2015
I am an eternal optimist. My take on the Dow’s spiraling downward in Q3? Buying opportunity! That “exercise pill” scientists are working on that promises the benefits of exercise without any of the effort? I’m thinking my six-pack abs are now a sure thing. And I’m even holding out hope that the next season of […]
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Better Customer Experience Correlates With Higher Revenue Growth In Most Industries

Harley Manning July 15, 2015
Does customer experience really matter to business success — or is CX just the latest flavor of hype? Recently, Forrester completed a six-month research effort aimed at answering that question by examining the relationship between superior customer experience and superior revenue growth. Why did we pick revenue growth as the measure of business success? Because […]
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Customer Experience Defined

Harley Manning November 23, 2010
If you’re reading this post, you’re someone who cares about customer experience. You might even be one of the professionals who works in the field of customer experience full-time. So I’m going to go out on a limb here and guess that you occasionally get the question, “What is ‘customer experience?’” Now maybe when you’re […]
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