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For Customer Experience Professionals

The UK Retail Customer Experience Index, 2018

How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

March 12, 2019

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Why Read This Report

How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital retailers that were analyzed as part of 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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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • John Lewis Leads Multichannel And Very.co.uk Tops Digital Retailers
  • The Keys To Achieving CX Leadership For Retailers
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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