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For Customer Experience Professionals

The Australia Customer Experience Index, 2016

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

October 31, 2016

Authors

Why Read This Report

The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian market, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While we saw significant industrywide CX score improvements in multiple markets around the world in 2016, scores for Australian brands remained largely unchanged. Why? This report examines the results, puts the spotlight on the CX leaders, and explains what companies need to do drive gains.

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Table of Contents

  • Australian Firms Aim To Measure CX — But It's Not Getting Any Better
  • Credit Card Providers Improved CX, But Banks And Insurers Stagnated
  • Retailers Struggle To Graduate From Mediocrity
  • Australian Brands Are Still Leaving Money On The Table With Emotion
  • Recommendations

  • Australian Companies: Move Quickly To Create Your Burning Platform
  • Supplemental Material
  • Related Research Documents