Why Read This Report
2020 marked a departure from the last several years when it came to Forrester's Customer Experience Index (CX Index™). Leaving behind the gloomy landscape of overall stagnation we've observed since 2015, this year brought statistically significant advances by just over one-quarter of brands in the study. We interviewed customer experience (CX) leaders at 11 organizations that made gains. They described what they did to achieve their substantial results. Customer experience professionals can use this report to find ideas for their own CX improvement efforts.
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.
Purchase Report
This report is available for individual purchase ($745 USD).
Purchase