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For Customer Experience Professionals

The Canada Customer Experience Index, 2019

How Brands Build Loyalty With The Quality Of Their Experience

July 15, 2019

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Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 161 brands across 14 industries in the Canada Customer Experience Index (CX Index™). We also unveil new 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

  • Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
  • Real CX Leaders Have Yet To Emerge From The Torpor
  • Emotion Holds The Key To Achieving CX Differentiation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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