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For Customer Experience Professionals

The Germany Customer Experience Index, 2016

CX Quality In Germany Is OK, With No Individual Movers Or Shakers

November 14, 2016


Why Read This Report

Which German brands create the most loyalty with their customers? This report applies Forrester's CX Index™ methodology to German brands to uncover how easy it is to do business with them, how effective it is, and how customers feel walking away from the experience. We delve into how German brands performed this year, with a special look at repeat winners. To conclude, we reveal which emotions play the biggest role in CX. CX professionals should use this report to hone their CX efforts.

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Table of Contents

  • Customer Experience Investments In Germany: More Urgent Than Ever
  • CX Quality In Germany Is Just OK — With No Rising Stars
  • German Brands Need To Create Emotionally Resonant Experiences
  • Recommendations

  • Ground Your CX Improvement Program In Driver Analysis
  • Supplemental Material
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