How Customer Experience Drives Business Growth, 2019

December 13th, 2019

Maxie Schmidt VP, Principal Analyst

Laura Garvin Tramm

With contributors:

Fiona Swerdlow , Harley Manning , Sam Karpinski

Summary

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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This report is available for individual purchase ($1495).

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