Trends Report

CX Industry Spotlight: TV And Internet Service Providers

A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries

June 17th, 2015
With contributors:
James McQuivey, PhD , Reineke Reitsma , Roxana Strohmenger , Xiaotong Duan

Summary

Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience (CX). We built revenue models for companies in each industry in the CX Index to better understand the relationship between CX and revenue potential. This report takes a deep dive into the revenue implications of customer experience for the TV and Internet service provider industries.

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