Best Practice Report

How Customer Experience Drives Business Growth, 2019

December 13th, 2019
Laura Garvin Tramm, null
Laura Garvin Tramm
With contributors:
Fiona Swerdlow , Harley Manning , Sam Karpinski


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).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.