Best Practice Report

How US Companies Improved Their CX Index Scores, 2020

Multiyear Efforts To Establish CX Management Competencies Delivered Results

October 30th, 2020
Harley Manning, null
Harley Manning
Sam Karpinski, null
Sam Karpinski
With contributors:


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 learn how drivers such as clearer communication and better customer service can be used for their own CX improvement efforts.

Want to read the full report?

Contact us to become a client

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.