Trends Report

Customer Experience Drives Revenue Growth In Europe, 2016

The Correlation Between CX And Revenue Growth In Three Industries

January 4th, 2017
Harley Manning, null
Harley Manning
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Alex Causey , Benjamin Ensor , Scott Ross , Kara Hartig


In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well? To find out, we compared the revenue growth of European companies with superior customer experience to that of their direct competitors with relatively inferior customer experience. This report details how we did it and provides fuel for a revenue-based business case that justifies strategic investments in customer experience improvements for CX professionals. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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