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For Customer Experience Professionals

How Companies Improved Their CX Index Scores, 2016

March 14, 2017

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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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