How Customer Experience Drives Business Growth, 2022

June 6th, 2022

Maxie Schmidt VP, Principal Analyst

Sam Karpinski

James Williams

With contributors:

Rick Parrish , Ananya Suresh , Rachel Birrell

Summary

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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