Summary
Prioritizing projects is a critical part of a successful customer experience (CX) program but challenging for many businesses. CX professionals often struggle to determine which experiences are important to customers, which experiences influence customer loyalty behaviors, and the estimated impact of improving those experiences on key metrics. Forrester developed a CSAT Impact Simulator for each industry using the customer satisfaction (CSAT) data from the 2024 Customer Experience Benchmark Survey to help CX professionals in their prioritization efforts.
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