Summary
Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The research uncovered a series of changes companies made to existing experiences as well as more strategic efforts to build customer experience competencies to keep pace with future customer needs. This report summarizes our findings and helps customer experience professionals understand and leverage proven best practices for building an experience-driven organization.
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