Trends Report

How Customer Experience Drives Revenue: A New And Improved Look

How CX Professionals Can Make The Case For CX

April 20th, 2015
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Gina Fleming, null
Gina Fleming
With contributors:
Harley Manning , Roxana Strohmenger , Megan Burns , Reineke Reitsma , Adam Moitoso , Dylan Czarnecki

Summary

Customer experience (CX) professionals who want to drive CX transformation need to show how CX drives business outcomes. Forrester's new Customer Experience Index (CX Index™) framework helps CX pros develop a more robust method of revenue modeling and answer questions like, "What is a one-point increase in the CX Index worth?" and, "Should we focus on eliminating bad CX or on creating great CX?" This report will help CX pros make smarter decisions that maximize the business impact of CX in their own firms.

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