Essentials Report

Research Overview: Customer Experience Index

The Guide To Using The CX Index As A KPI

January 25th, 2023
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Key performance indicators (KPIs) are critical for understanding the performance and health of a business. Measuring the right KPIs helps customer experience (CX) leaders adjust their strategies to deliver superior experiences that ultimately link to overall organizational goals. KPIs can also provide benchmarks against other businesses within the same sector. Forrester’s Customer Experience Index (CX Index™) is a useful KPI for CX leaders because it measures how the quality of customer experience drives customer loyalty. Brands that appear in one of our benchmark studies can compare themselves not only to direct competitors but also to disruptors in other industries.

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