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For Customer Experience Professionals

The France, Germany, And UK Customer Experience Index, 2015

Benchmarking France, Germany, And UK Brands That Create The Most Loyalty With Their Customer Experience

September 28, 2015

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Why Read This Report

Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's Customer Experience Index (CX Index™) benchmarks 203 companies that do business in the UK, France, and Germany across eight industries. CX professionals can use this report to learn which companies and industries in these three countries create the most loyalty with their CX and which ones have room for improvement. We also reveal the role of emotion in driving loyalty by country and industry.

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Table of Contents

  • Executives Have Put Customer Experience In The Spotlight
  • Forrester's CX Index Sheds Light On The European CX Landscape
  • Industries Vary In Their Ability To Translate CX Into Loyalty
  • Most CX Leaders In The UK, Germany, And France Are Native Brands
  • Industry-Specific Leaderboards Reveal Some Surprises
  • The Role Of Emotion In Driving Loyalty Varies By Country And Industry
  • RECOMMENDATIONS

  • Use The CX Index To Identify Improvements That Boost Revenue Most
  • Supplemental Material
  • Related Research Documents

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