Trends Report

The UK Customer Experience Index, 2019

How Brands Build Loyalty With The Quality Of Their Experience

November 13th, 2019
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Harley Manning , Michelle Yaiser , Clarissa Skinner , Ben Salamin , Shayna Neuburg

Summary

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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