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For Customer Experience Professionals

The UK Retail Customer Experience Index, 2019

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

January 16, 2020

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Why Read This Report

How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands 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 Still Leads Multichannel As Amazon Tops Digital Retailers
  • The Three E's Of CX Quality Differ By Channel
  • The Keys To Achieving CX Leadership For Retailers
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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