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For Customer Experience Professionals

The US Customer Experience Index, Q1 2015

Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

April 20, 2015

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  • By Megan Burns
  • with Michael E. Gazala,
  • Carla O'Connor

Why Read This Report

Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299 US brands in 18 industries how they're doing. We'll then gauge improvement in round No. 2 of the US CX Index in September 2015. CX professionals can use this report to inform their ongoing improvement efforts. 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 and the link between CX quality and revenue in the industries that we studied.

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Table of Contents

  • Executives Have Put Customer Experience In The Spotlight
  • Industries Vary In Their Ability To Translate CX Into Loyalty
  • Financial Firms And Digital-Only Retailers Dominate The CX Elite
  • Ground Your Aspirations In The Reality Of Your Industry's CX Dynamics

  • Tips For Talking With Executives About CX Index Results
  • Supplemental Material
  • Related Research Documents