How US Companies Improved Their CX Index Scores

February 20th, 2020

Harley Manning

Sam Karpinski

William Willsea

With contributors:

Rick Parrish , Michelle Yaiser , Ben Salamin , Shayna Neuburg

Summary

As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made improvements that resulted in statistically significant gains in their CX Index scores. This report explains what they did and how they knew where to focus. CX professionals can duplicate these big gainers’ successful efforts by following the examples in this report.

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