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.

Insights

Podcast

How (And Why) To Leverage CX Champions Programs

What It Means 5 days ago
Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.
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Blog

How Leading Government Agencies Are Raising CX With Tech-Driven Innovations

James Staten January 9, 2020
Get practical advice on how government agencies can improve CX by leveraging emerging technology and innovation.
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

Blog

The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
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Blog

There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It

Harley Manning November 11, 2019
There’s one CX metric you must report to your CEO. It’s not NPS, CSAT, or even our beloved CX Index score. It’s $$$.
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Blog

Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Maxie Schmidt November 7, 2019
CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.
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Blog

How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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Blog

Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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Video

Customers Don’t Think Bank Experiences Are Improving

Alyson Clarke October 1, 2019
Customers aren't impressed by banking experiences. Learn why.
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Blog

The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

Riccardo Pasto September 2, 2019
The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.
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Blog

CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

TJ Keitt August 19, 2019
You can’t create a good experience if you don’t understand how the customer describes success.
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Podcast

US CX Index 2019: Where Brands Are And How They’ll Excel

What It Means July 18, 2019
Forrester’s US CX Index™ 2019 revealed a modest increase in overall quality, with no brands achieving an “Excellent” score. VP, Research Director Harley Manning and Director, CX Analytics Michelle Yaiser delve into what’s behind the slow pace and how brands can accelerate.
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Blog

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Rick Parrish July 15, 2019
Despite the improvement in Canadian CX quality, not a single brand has managed to rise to the top of our rankings and continue to move upward — the mark of a true CX leader.
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Blog

The Next Horizon Of Federal CX

Rick Parrish June 17, 2019
For federal agencies, customer experience improvement leads to mission success and more efficient use of taxpayer funds. Read how to kick-off a CX transformation journey.
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Blog

Two Big Answers Emerged From The US CX Index For 2019

Harley Manning June 11, 2019
The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.
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Blog

The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Rick Parrish June 11, 2019
Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2.
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Blog

Is Your Brand Desperate To Differentiate?

Jay Pattisall May 1, 2019
If you’re among the fifty percent of marketers that prioritize “improving customer experiences” over other marketing initiatives or among the majority of marketers that cut agency fees and scope, you may be desperate to differentiate from your competitors. Growth From Improving Customer Experience Sputters The customer experience agenda is stalling. Forrester’s Customer Experience Index (CX […]
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Blog

CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Riccardo Pasto April 19, 2019
Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example. Forrester’s Customer Experience Index (CX Index™) data shows how CX quality in Australia languished, and yet again, no brand managed to make it into the excellent category. On average, […]
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Blog

The Pendulum Swings Back To Creativity: Decoding Accenture Interactive’s Droga5 Deal

Jay Pattisall April 3, 2019
Today, Accenture Interactive announced its Droga5 acquisition. The New York- and London-based creative agency joins previous Accenture creative acquisitions Fjord, Karmarama, and The Monkeys to bolster the consultancy’s creative and brand communication capabilities. Combined with Accenture Interactive’s technology, data, experience design, commerce, and programmatic capabilities, the addition of Droga5 and others helps move them one […]
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Blog

The French And UK Customer Experience Index Results Are In!

Michelle Beeson March 18, 2019
Each year, based on a survey of your customers, Forrester releases results of its Customer Experience Index (CX Index™). The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth. The French CX Index and UK Retail CX Index results are in! Key highlights from the […]
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Blog

Goliath’s Challenge: DTC Startups Get Personal

Anjali Lai March 7, 2019
In this battle between direct-to-consumer (DTC) startups — cast as the proverbial David — and their large, established brand opponents, victory is not about size or stature; it’s about skillful weaponry. In fact, if one looks at DTC startups’ long-term growth numbers, a scorecard tally suggests that today’s Goliaths will continue to dominate consumer retail […]
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