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For Customer Experience Professionals

The Australia Retail Customer Experience Index, 2017

How Australian Retailers Earn Loyalty With The Quality Of Their Experience

January 22, 2018

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Why Read This Brief

How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • Retail Is Mostly Stagnant, But Leaders Give Hope
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents