Best Practice Report

How Customer Experience Drives Business Growth, 2020

December 3rd, 2020
Niraj Patel, null
Niraj Patel
James Williams, null
James Williams
With contributors:
Brian Mukasa , Harley Manning , Sam Karpinski , Shayna Neuburg


Many customer experience (CX) pros find it hard to prove the business impact of improving CX. To help, Forrester built industry-specific models that show how CX improvements drive growth through increasing customer loyalty. This report reveals the business impact of improving CX for 12 industries covered in Forrester’s Customer Experience Index (CX Index™); we combined five years of CX Index data to give our models an even broader base.

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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.