How Companies Improved Their CX Index Scores, 2016

March 14th, 2017

Harley Manning

Dylan Czarnecki

With contributors:

Scott Ross , Laura Glazer

Summary

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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