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For Customer Experience Professionals

The US Customer Experience Index, 2020

How Brands Build Loyalty With The Quality Of Their Experience

June 15, 2020

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Why Read This Report

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 250 brands across 14 industries in the US Customer Experience Index (CX Index™). We also examine what, if any, effect COVID-19's early phases had on customer perceptions and discuss how brands can begin building differentiated experiences that build CX equity. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • The Early Stages Of The Pandemic Had Little Effect On The CX Index
  • Brands Banked CX Equity With Customers Heading Into The Pandemic
  • During The Pandemic, Emotion Will Connect Customers And Brands
  • How Forrester Can Help

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

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