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For Customer Experience Professionals

The US Customer Experience Index, 2016

July 18, 2016

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Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over first place in your own industry. We also share some of what this data tells us about 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

  • The Bar For CX Quality Inched Up
  • CX Plus Digital Equals Disruption
  • 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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