How Customer Experience Drives Business Growth, 2020

December 3rd, 2020

Maxie Schmidt VP, Principal Analyst

Niraj Patel

James Williams

With contributors:

Brian Mukasa , Harley Manning , Sam Karpinski , Shayna Neuburg

Summary

Many customer experience (CX) pros find it hard to prove the business impact of improving CX. To help, Forrester built industry-specific models that show how CX improvements drive growth through increasing customer loyalty. This report reveals the business impact of improving CX for 12 industries covered in Forrester’s Customer Experience Index (CX Index™); we combined five years of CX Index data to give our models an even broader base.

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