Trends Report

Case Study: How Delta Air Lines Soared In The Customer Experience Index

July 21st, 2014
Samantha Jaddou
With contributors:
Harley Manning , Megan Burns , Carla O'Connor


Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw Delta Air Lines' CXi score go up by 13 points, making it one of the big upward movers of the year. In this followup report, we reveal how the legacy airline went from the middle of the pack in its industry to a virtual tie with top-rated Southwest Airlines, and we highlight what other companies can learn from Delta's success.

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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.