Trends Report

The Case For Customer Experience Is Stronger Than Ever

October 10th, 2019

Summary

Customer experience (CX) leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Improving brokerages’ CX quality can yield billions more in assets under management. The benefits of CX improvement for brokerages are staggering.

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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.