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For Customer Experience Professionals

The Singapore Customer Experience Index, 2019

How Brands Build Loyalty With The Quality Of Their Experience

August 27, 2019


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 the 16 brands in three industries and the government sector in the Singapore Customer Experience Index (CX Index™). We also unveil new trends in CX quality and highlight the achievements of this year's top-performing brand. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • The Quality Of Customer Experience In Singapore Remains Weak
  • Brands Fail On All Three Dimensions Of CX
  • Singapore Airlines Shows A Possible Path Forward
  • Emotion Holds The Key To CX Differentiation
  • Recommendations

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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