This week at Forrester’s CXNYC event, the company released several reports related to the importance of customer experience (CX). According to one of the research reports, titled Customer Experience Drives Revenue Growth, 2016, CX drives three types of customer loyalty — retention, enrichment, and advocacy — which in turn drive increased revenue growth.
More specifically, when looking at four different industries — cable/ISPs, airlines, investment firms, and retailers — Forrester identified direct competitors with significant differences in CX quality and compared them over time.
The additional three reports released at CXNYC include:
- The Future Of Customer Experiences
- Acquisitions Are Not An Excuse For Bad Customer Experience
- CX Governance That Enables Great Experience Delivery
Please let us know if you’re interested in receiving a copy of any of the reports listed above.