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For Customer Experience Professionals

Introducing Forrester's Next-Generation Customer Experience Index

Great Customer Experiences Create And Sustain Customer Loyalty

June 26, 2014

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Why Read This Report

For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe and China. Now we've refined the CXi in major ways. In this enhanced methodology, CXi scores link customer perceptions directly to business value. The CXi has also expanded from a single metric into a framework that delivers deeper insights into what matters most in the CX loyalty equation. Companies can use this new framework as a foundation for their CX measurement programs and as a tool to inform all aspects of their CX efforts.

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Table of Contents

  • Forrester's Customer Experience Index Gets A Major Upgrade
  • The Next-Generation CXi Shines Light On New Business Opportunities
  • RECOMMENDATIONS

  • Use The New CXi To Optimize Every Aspect Of Your CX Transformation
  • Supplemental Material
  • Related Research Documents

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