What Drives Profitable Customer Experiences?

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.

Agenda:

• How does customer experience influence customer loyalty?
• How does Forrester's CXi methodology help companies understand current and future CX performance?
• What aspects of the experience should companies focus on to improve the experience most for customers and deliver maximum value for the business?

Key takeaways:

• The three dimensions of CX quality — effectiveness, ease, and emotion.
• The three universal drivers of CX quality that matter in every industry.
• The RoCXi Prioritization Matrix — a tool for prioritizing which aspects of CX to focus on to deliver the most value to the business.