Best Practice Report

How Customer Experience Drives Business Growth, 2022

June 6th, 2022
Sam Karpinski, null
Sam Karpinski
James Williams, null
James Williams
With contributors:
Rick Parrish , Ananya Suresh , Rachel Birrell


Many customer experience (CX) leaders find it hard to prove the business impact of improving CX. To help, Forrester built industry-specific models that show how CX improvements drive growth by increasing customer loyalty. This report reveals the business impact of improving CX for 12 industries covered in Forrester’s Customer Experience Index (CX Index™).

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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.