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Real-Life Stories Of Successful Customer Experience Improvement

June 4, 2014

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  • Presented by Megan Burns


Companies of all shapes and sizes are working hard to improve their customer experience. According to Forrester's 2014 Customer Experience Index (CXi), more than two dozen of them made big strides in CX quality in the past year. We reached out to leaders from brands whose scores improved 10 points or more on our benchmark over 2013 and asked them to share the secrets behind their success. Six of them took us up on the offer: AT&T, Blue Cross Blue Shield of Illinois, Blue Cross Blue Shield of Michigan, Cablevision, Citibank, and United Airlines.

In this session, attendees learn which proven best practices these brands used to drive such big improvement in CX quality and how they can apply similar strategies to drive success in their own CX programs.


  • What changes did these firms make that were visible to customers?
  • What internal changes did they take to move the company along the path to CX maturity?
  • What business value have firms seen as a result of their CX efforts?

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