Why Read This Report
Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (as measured by Forrester's Customer Experience Index [CxPi]) and loyalty measures like willingness to consider the company for another purchase, likelihood to switch business, and likelihood to recommend. We used that data to build simple models that show how changes in loyalty associated with higher CxPi scores can affect a company's yearly revenue. This report includes interactive versions of those models to allow customer experience professionals to explore a range of benefit scenarios tailored to their company's unique situation and customer experience strategy.
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