Lessons Learned: How Brands Kick-Started Their CX Momentum
How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes
January 11, 2017
Why Read This Brief
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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