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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