Trends Report

How Companies Improved Their Customer Experience Index Scores, 2013

May 21st, 2013
Megan Burns
With contributors:
Harley Manning , Allison Stone


Every year, Forrester uses the results of its Customer Experience Index benchmark to see which firms made big strides in the race for customer experience excellence. This report summarizes what we heard when we interviewed 10 of the companies whose scores went up five points or more between 2012 and 2013. To build a mature customer experience organization, customer experience professionals should use this report to act on these companies' best practices in process and gather: 1) ideas to try in their own organizations; 2) evidence that the approaches they're suggesting work; and 3) answers to the all-too-common question, "What are other companies doing?"

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.