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For Customer Experience Professionals

Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

May 26, 2020

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Why Read This Report

Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers' expectations for CX excellence.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Why Customer Expectations Matter Now
  • Improving CX Requires Understanding Three Facets Of Expectations
  • Recommendations

  • Reboot Your Understanding Of Your Customers' Expectations
  • Supplemental Material
  • Related Research Documents

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