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For Customer Experience Professionals

The US Customer Experience Index, 2019

How Brands Build Loyalty With The Quality Of Their Experience

June 11, 2019

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Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience Index (CX Index™). We also unveil new 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

  • Small Gains To CX Quality Emerged Amid Broad Stagnation
  • Stagnation Among Top Brands Means There's No Real CX Leadership
  • Emotion Holds The Key To Achieving CX Differentiation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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