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For Customer Experience Professionals

How Customer Experience Drives Business Growth, 2020

December 3, 2020


Why Read This Brief

Many customer experience (CX) pros find it hard to prove the business impact of improving CX. To help, Forrester built industry-specific models that show how CX improvements drive growth through increasing customer loyalty. This report reveals the business impact of improving CX for 12 industries covered in Forrester's Customer Experience Index (CX Index™). We combined five years of CX Index data to give our models an even broader base.

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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.

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