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According to Forrester's research, awful customer experiences are on the decline, but truly great experiences are still rare. Even companies with good customer experiences, armed with the right insights, can do more to deliver experiences that create and strengthen customer loyalty.
In this session, hear the results of Forrester's latest research into the key drivers of customer experience quality and customer loyalty. Megan and Roxana describe how they've incorporated these findings into Forrester's Customer Experience Index (CXi) benchmarking methodology and how the changes will help clients better understand and prioritize customer experience opportunities.
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