Trends Report

CX Quality Can Affect Stock Performance

A Stock Portfolio Of CX Leaders Beat A Portfolio Of CX Laggards

February 22nd, 2018
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Harley Manning , Christopher Mines , Scott Ross , William Willsea , Shayna Neuburg

Summary

Forrester has proven that customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. But does good CX also correlate with superior stock price performance? In this report, Forrester looks at the relationship between CX quality and company stock performance and makes recommendations on how CX professionals should use these findings.

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