COMPLIMENTARY JUNE 2018 FORRESTER REPORT:
US Customer Experience Index 2018
Why Read This Report
How well do leading brands build loyalty with the quality of their customer experience (CX)? In the US Customer Experience Index (CX Index), Forrester reveals the complete rankings of all 287 brands across 19 industries. They also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.
In This Report You’ll Learn:
- Customer experience quality has languished – customer surveys reveal on a scale from very poor to excellent, 62% of brands fall within the “ok” category when it comes to CX quality
- Stagnating CX scores means there is no real CX leader – No brand has risen to the top of the rankings or continued to improve, leaving a gap for a cx leader to emerge
- Emotion is the key to achieving CX differentiation – Emotion has proven to have a bigger impact on brand loyalty then effectiveness or ease when it comes to how customers rate their experiences
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