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For Customer Experience Professionals

How Companies Improved Their CXi Scores, 2012

July 2, 2012

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  • By Megan Burns
  • with Moira Dorsey,
  • Jennifer Peterson,
  • Allison Stone

Why Read This Report

Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The research uncovered a series of changes companies made to existing experiences as well as more strategic efforts to build customer experience competencies to keep pace with future customer needs. This report summarizes our findings and helps customer experience professionals understand and leverage proven best practices for building an experience-driven organization.

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Table of Contents

  • Useful, Easy Experiences Earned Higher Scores From Customers
  • Leaders Set The Stage For Long-Term Transformation

  • Take Your Brand's Customer Experience Index Score Up In 2013
  • Supplemental Material
  • Related Research Documents