How Companies Raised Their Customer Experience Index Scores, 2011

To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a variety of best practices that range from centralizing coordination of customer experience efforts to measuring and rewarding customer-centric behavior in employees. In addition to operational changes, we heard about a range of specific changes companies made to the Web, mobile, phone, and physical channels to align them with customer needs. Practitioners looking to improve customer experience inside of their own firms should use these examples to build a 2011 road map that combines both tactical changes to the current experience and the type of business process transformation that makes a company more customer-centric in the long term.