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Forrester's Customer Experience Index, 2013

January 24, 2013

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  • Presented by Megan Burns


It's time once again for Forrester's annual Customer Experience Index (CXi) rankings! We asked more than 7,500 consumers to rate their experiences with more than 150 large US brands. We used their feedback to calculate a CXi score for each company based on how well it meets customer needs, how easy it is to do business with, and how enjoyable it is to do business with.

This webinar presents the findings from this year's study. Attendees hear who tops the customer experience ranks in 2013, which companies made big improvements in customer experience since last year, and how competitors stack up against one another in 14 industries across domains that include financial services, consumer electronics, travel, retail, healthcare, and telecommunications.


  • Which companies scored highest on Forrester's Customer Experience Index for 2013?
  • How do firms in industries such as retail, financial services, and travel stack up against one another when it comes to customer experience?
  • How can data from the CXi help Customer Experience Professionals make the case for investment in customer experience improvement?

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