Best Practice Report

Customer Experience Drives Revenue Growth, 2016

Comparing The Revenue Performance Of CX Leaders And Laggards

June 21st, 2016
Harley Manning, null
Harley Manning
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Alyson Clarke , Sucharita Kodali , Kate McCarthy , Christopher Mines , Jim Nail , Scott Ross , Kara Hartig


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.