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For Customer Experience Professionals

Customer Experience Drives Revenue Growth, 2016

June 21, 2016

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This is the Business Case report in The Customer Experience Ecosystem Playbook For 2017.

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Why Read This Report

It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer experience professionals prove that to their executives? The proof lies in comparing the revenue growth of companies with superior customer experience to that of their direct competitors with comparatively inferior customer experience. This report details how we went about doing exactly that and the surprising results that we uncovered. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Does Superior Customer Experience Pay Off?
  • Better CX Correlates With Higher Revenue Growth In Most Industries
  • The CX/Revenue Growth Equation
  • Craft Your Customer Experience Strategy For Growth
  • What It Means

  • CX Leaders And Laggards Will Continue To Go Their Separate Ways
  • Supplemental Material
  • Related Research Documents

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