Trends Report

How Companies Improved Their CXi Scores, 2012

July 2nd, 2012
Megan Burns, null
Megan Burns
With contributors:
Moira Dorsey , Jennifer Peterson , Allison Stone

Summary

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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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.