Trends Report

How Customer Experience Drives Business Growth, 2018

The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

September 21st, 2018
LT
Laura Tramm
With contributors:
Sam Karpinski , Harley Manning , Shayna Neuburg

Summary

Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth through increasing customer loyalty. This report shows the business impact of improving CX for 18 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use the insights in this report to make the case for investing in customer experience. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This year, we added a model for midscale hotels to the analysis.

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