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For Customer Experience Professionals

The Australia Customer Experience Index, 2015

A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty

September 14, 2015

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  • By Thomas McCann
  • with Michael Barnes,
  • Roxana Strohmenger,
  • Erna Esa,
  • Bill Nagel

Why Read This Report

How good is the customer experience (CX) at leading companies in Australia? This report helps answer that question by applying Forrester's Customer Experience Index (CX Index™) methodology to benchmark 58 Australian brands in eight industries: banks, credit card providers, auto and home insurers, traditional retailers, digital-only retailers, TV service providers, Internet service providers (ISPs), and wireless service providers. CX professionals should use this report to understand the competitive environment in Australia and set goals for optimizing their CX management practices as they proceed along the path to customer experience maturity.

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Table of Contents

  • Forrester's CX Index Shows Firms How Quality Influences Loyalty
  • Australian Companies Are Committed To CX
  • For Many Firms, CX Commitment Isn't Translating Into CX Success
  • Smaller Companies Lead In Most Industry Categories
  • Brands Focus On Ease And Effectiveness At The Expense Of Emotion

  • Use CX Index Results To Plan Your Path To CX Leadership
  • Supplemental Material
  • Related Research Documents