Best Practice Report

The Revenue Impact Of Customer Experience, 2015

August 11th, 2015
Gina Fleming, null
Gina Fleming
With contributors:
Harley Manning , Roxana Strohmenger , Dylan Czarnecki , Kara Hartig


Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed industry-specific models that estimate the impact of changes in customer experience on three types of loyalty that can drive revenue: retention, enrichment, and advocacy. This report shows the loyalty-driven revenue impact of improving CX for nine of the industries we cover in Forrester's Customer Experience Index and the industries that have the most to gain from improving experiences. Using this information, CX pros can better make the case for making investments in customer experience.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.