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For Customer Experience Professionals

How Customer Experience Drives Business Growth, 2019

December 13, 2019

Why Read This Brief

Many customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing customer loyalty. This report reveals the business impact of improving CX for 15 industries covered in Forrester's Customer Experience Index (CX Index™). We updated our models, combined four years of CX Index data to give those models an even broader base, and adjusted assumptions to reflect the latest market changes. Use the insights in this report to make the case for investing in CX.

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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.

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