Save or Share this Report

For Customer Experience Professionals

How Companies Raised Their Customer Experience Index Scores, 2011

April 18, 2011

Primary author headshot

Authors

Why Read This Report

To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a variety of best practices that range from centralizing coordination of customer experience efforts to measuring and rewarding customer-centric behavior in employees. In addition to operational changes, we heard about a range of specific changes companies made to the Web, mobile, phone, and physical channels to align them with customer needs. Practitioners looking to improve customer experience inside of their own firms should use these examples to build a 2011 road map that combines both tactical changes to the current experience and the type of business process transformation that makes a company more customer-centric in the long term.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Table of Contents

  • Business Process Re-Engineering Drives Customer Experience Index Scores
  • RECOMMENDATIONS

  • Take Your Brands' Customer Experience Index Score Up In 2011
  • Supplemental Material
  • Related Research Documents