Trends Report

Global Customer Experience Trends, 2017

Insights From Forrester's Customer Experience Index™

June 13th, 2017
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Harley Manning , William Willsea , Rachel Birrell


How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into digital and traditional retail, banking, and insurance to explore global CX performance in these key industries. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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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.