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For Customer Experience Professionals

The UK Customer Experience Index, 2016

UK Brand Scores Reveal A Year Of Progress

November 1, 2016

Authors

Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in the UK and the specific brands that you must beat to take the lead in your own industry. We also compare traditional industries with their digital competitors and uncover which emotions play the biggest role in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • UK Customer Experience Investments Are More Urgent Than Ever
  • UK Firms Have Upped Their CX Game — And The Results Show It
  • Emotion Holds The Key To CX-Fueled Loyalty
  • Recommendations

  • Ground Your CX Improvement Program In Driver Analysis
  • Supplemental Material
  • Related Research Documents

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