Best Practice Report

How Customer Experience Drives Business Growth, 2023

October 13th, 2023
James Williams, null
James Williams
With contributors:


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 increase customer loyalty and drive growth. This report reveals the business impact of improving CX for 12 industries covered in Forrester’s 2023 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.