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For Customer Experience Professionals

How Companies Improved Their Customer Experience Index Scores, 2014

May 20, 2014

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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 our annual CX benchmark. We asked them what they and their companies did to drive CX improvements and how those efforts have helped the business succeed. This report summarizes what we learned from talking to seven of the members of 2014's "most improved" group. CX professionals in other companies should study the list of proven strategies, understand why each approach or process worked, and adopt the approaches that will help them act and move along their own path to CX maturity.

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Table of Contents

  • Brands Proved That It Pays To Improve Customer Experience
  • Digital Experiences Dominated The CXi "Most Improved" List For 2014
  • Old-School Channels Got Modern Makeovers
  • Firms Continued The March Toward Customer Experience Maturity
  • recommendations

  • Use Digital As The Proving Ground For Customer Experience Maturity
  • Supplemental Material