How Companies Improved Their Customer Experience Index Scores, 2013

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?"