Decision Tool

Use The CX Index Impact Simulator In Your CX Prioritization

January 23rd, 2024
Niraj Patel, null
Niraj Patel
With contributors:
Rick Parrish , Rebecca Rose , James Williams , Brianna Karls , Ananya Suresh , Shayna Neuburg


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 CX Impact Simulator for each industry using the 2023 Customer Experience Index (CX Index™) data to help CX professionals in their prioritization efforts.

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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.