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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.
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How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175 large US brands across 14 industries including retailers, ho
Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies did to drive CX improvements and how those efforts have helpe
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