Trends Report

Lessons Learned: How Brands Kick-Started Their CX Momentum

How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes

January 11th, 2017
Tom Champion, null
Tom Champion
With contributors:
Michael Barnes , Harley Manning , Erna Esa , Bill Nagel

Summary

Forrester's Customer Experience Index (CX Index™) benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. A comparison of annual survey results for 2015 and 2016 lays out which brands are breaking away from the pack and which ones are stagnating in a competitive CX market. This report provides insight into what some of the most improved brands did to achieve industry-leading increases.

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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.