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For Customer Experience Professionals

The US Digital Retailers Customer Experience Index, 2018

How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

June 19, 2018

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Why Read This Report

How well do leading digital retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of 11 digital retail brands that we analyzed as part of the US Customer Experience Index (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
  • Home Shopping Network Rises To The Top
  • The Keys To Achieving CX Leadership For Digital Retailers
  • Recommendations

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

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