Forrester released new research today that reveals the connection between customer experience and revenue growth across 17 different industries, using its latest Customer Experience Index (CX Index™) data to model how CX improvements can make a business impact by increasing customer loyalty. Specific industry examples include:

  • For traditional retail banks, increasing an already excellent CX Index score by one point drives revenue potential four times as much as increasing a poor CX Index score by one point.

  • More than 50% of customers of the biggest airlines say they have poor or very poor experiences. A one-point improvement in an airline’s CX Index score could result in $167 million in increased revenue.

  • The high per-unit revenue from the sale of each vehicle makes winning additional customers very attractive to automakers. A one-point improvement in a mass-market auto manufacturer’s CX Index score could result in $874 million in increased revenue.

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