Connect CX Measurement To Growth
- A rich set of CX measures, including quality and loyalty measures, so you gain a keen view of how customers perceive and feel about their experiences. This includes a unique view of emotion that still represents the greatest indicator of future growth.
- Industry benchmarks, so you can see where you stand relative to your peers and where your customers see you as differentiated, on par with, or behind your direct competitors
- Revenue modeling that is tied to priority drivers so you can estimate likely revenue payoff by improving specific experiences
You can access Forrester’s CX Index data and insights through Forrester Decisions research services for customer experience leaders and B2C marketing executives.
How CX Index Works
Forrester’s CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty.
The Top 5% Of Brands In Forrester’s US CX Index, 2023
Conducted for the eighth year in a row, Forrester’s Customer Experience Benchmark Survey, which collects data to calculate Forrester CX Index scores, is based on more than 96,000 US customers across 221 brands and 13 industries. Here is the 2023 list of elite brands — the top 5% of brands in the entire CX Index.

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