Best Practice Report

How Customer Experience Drives Business Growth, 2025

James Williams,
and
Jan 2, 2026  

Summary

Many 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 2025 Customer Experience Index (CX Index™).

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