272: Forrester’s CX Index™ And Improving Customer Experience Quality

In this episode, we're joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester's Customer Experience Index (CX Index™) team, and his coverage area on the Customer Experience Research team. His research spans from building stronger customer loyalty and trust through higher-quality customer experiences to CX measurement and KPIs. Click the titles below for more on this topic: The US Health Insurers Customer Experience Index, 2021 Delight The Right Customers To Build A Successful Business