Best Practice Report

The Revenue Impact Of Customer Experience, 2015

Gina Fleming
 and  four contributors
Aug 11, 2015

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.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).