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For Customer Experience Professionals

How US Companies Improved Their CX Index Scores, 2020

Multiyear Efforts To Establish CX Management Competencies Delivered Results

October 30, 2020


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.

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Table of Contents

  • This Year's Gains Resulted From Multiyear, Holistic Efforts
  • Recommendations

  • Treat CX Improvement As A Multiyear, Ongoing Transformation
  • Supplemental Material
  • Related Research Documents

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