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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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