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For Customer Experience Professionals

The US Multichannel Retailers Customer Experience Index, 2019

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

September 10, 2019

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Why Read This Report

How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel 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
  • Neiman Marcus Takes The Lead
  • The Keys To Achieving CX Leadership For Multichannel Retail
  • 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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