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For Customer Experience Professionals

How Companies Improved Their CX Index Scores, 2016

March 14, 2017


Why Read This Report

Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. We interviewed five of the most improved companies to ask them what they did to drive CX improvements. CX professionals should note both the customer-facing strategies these companies used as well as what they did below the line of customer visibility to make CX improvement possible.

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Table of Contents

  • The CX Index Shows That Improvement Projects Are Working
  • Brands Made Three Types Of Improvements
  • Brands Upgraded Prioritization And Delivery
  • Recommendations

  • Create A Prioritization Framework
  • How Forrester Can Help

  • Forrester Can Support Your CX Transformation
  • Supplemental Material
  • Related Research Documents

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