Forrester’s Customer Experience Rankings…Coming Soon

We just published Forrester’s 2007 Customer Experience Index (CxPi) which ranks 112 firms across 9 industries: Banks, Credit Card Providers, Health Plans, Insurance Firms, Internet Service Providers, Investment Firms, Retailers, TV Service Providers, Wireless Phone Carriers.

I can’t yet discuss the results, but look for the rankings in an article in tomorrow’s Brandweek Magazine (they have an exclusive on the story). 


The CxPi is based on a survey of nearly 5,000 US consumers — and examines three areas of customer experience: 1) usefulness; 2) ease of use; and 3) enjoyability.

I’ll highlight the results in my blog after Brandweek publishes its article.

The bottom line: Get ready for the CxPi

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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