Why Read This
For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe and China. Now we've refined the CXi in major ways. In this enhanced methodology, CXi scores link customer perceptions directly to business value. The CXi has also expanded from a single metric into a framework that delivers deeper insights into what matters most in the CX loyalty equation. Companies can use this new framework as a foundation for their CX measurement programs and as a tool to inform all aspects of their CX efforts.
Tags: Automotive, Banking, Customer Experience Index (CXi), Customer Experience Management, Financial Services, Government, Healthcare & Life Sciences, Loyalty, Manufacturing, Marketing & Strategy, Marketing Methods, Multichannel Customer Experience, Public Sector