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For Customer Experience Professionals

The US Digital Retailers Customer Experience Index, 2019

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

September 9, 2019

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Why Read This Report

How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were 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
  • QVC Rose To The Top After Two Years In Second Place
  • The Keys To Achieving CX Leadership For Digital Retailers
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

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

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