Trends Report

Introducing The B2B Tech Customer Experience Index

Great B2B Customer Experiences Spring From A Series Of Positive Individual Interactions

August 1st, 2016
TJ Keitt, null
TJ Keitt
Roxana Strohmenger, null
Roxana Strohmenger
With contributors:
Harley Manning , Adrian Chapman , William Willsea , Kara Hartig

Summary

Over the past decade, Forrester has used the CX Index to help consumer brands assess their experiences' business value. Now, we've created a version of the CX Index that addresses the unique needs of customer experience (CX) pros in business-to-business (B2B) technology companies: So we're introducing the B2B Tech CX Index here. This new methodology helps B2B tech firms assess how different stakeholders experience the firms and how these aggregated experiences drive the business' ability to engender loyalty in these accounts.

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