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For Customer Experience Professionals

The Customer Experience Index, 2014

January 21, 2014

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Why Read This Report

How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175 large US brands across 14 industries including retailers, hotels, banks, credit card providers, insurance firms, airlines, wireless service providers, and investment firms. We show the highest- and lowest-scoring companies and industries as well as the ones that moved up or down since our 2013 study. Customer experience professionals should use this report to understand their competitive environment and set goals for optimizing their customer experience management practices as they proceed along the path to customer experience maturity.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Table of Contents

  • Forrester's Customer Experience Index, 2014
  • This Year, The Laggards Stepped Up
  • Customer Experience Discipline Drives Results

  • Want Higher Scores For Your Firm? Move Up The Path To CX Maturity
  • Supplemental Material
  • Related Research Documents