Report

The Revenue Impact Of Customer Experience, 2015

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

Summary

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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