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For Customer Experience Professionals

How US Companies Improved Their CX Index Scores

February 20, 2020


Why Read This Report

As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made improvements that resulted in statistically significant gains in their CX Index scores. This report explains what they did and how they knew where to focus. CX professionals can duplicate these big gainers' successful efforts by following the examples in this report.

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Table of Contents

  • Brands Took A Pragmatic Approach To Improvement
  • The Most-Improved Brands Focused On Their Most Impactful Drivers
  • Recommendations

  • Establish Core CX Competencies For Systematic Improvement
  • Supplemental Material
  • Related Research Documents

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