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For Customer Experience Professionals

The UK Traditional Retailers Customer Experience Index, 2017

How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience

February 14, 2018

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Why Read This Report

How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional 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 Continues To Lead A Field Of Mostly Mediocre Experiences
  • Recommendations

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

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