CX Index

CX is designed to be an engine of growth — today, that is more potential than reality. Those that are enjoying that reality can translate a rich set of CX measures to specific investments to drive revenue performance. In fact, brands that excel in CX increase revenue at twice the rate of brands that don’t.

Forrester’s Customer Experience Index (CX Index™) is designed to close the loop between CX measures and growth, connecting quality and loyalty measures to specific revenue drivers, giving you unprecedented ability to guide investments that produce the greatest revenue return.

Connect CX Measures To Growth

  • A rich set of CX measures, including quality and loyalty measures, so you can gain a keen view of how customers perceive and feel about their experiences. This includes a unique view of emotion that still represents the greatest indicator of future growth.
  • Industry benchmarks, so you can see where you stand relative to your peers and where your customers see as you as differentiated, on par with, or behind your direct competitors.
  • Revenue modeling at the driver level, so you can quantitatively determine likely revenue payoff by improving specific experiences.

How CX Index Works

Forrester’s CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty.
Forrester’s CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty.

Leverage Tailored Insights

CX Index is delivered via an easy-to-use interactive platform and as an engagement program with Forrester’s team of CX experts, who work with you to interpret your data.

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How Does Your CX Measure Up?

CX Index results show CX is stagnant in 2018.

 

Predictions 2019

14 major dynamics will impact your firm in 2019. Are you prepared for what’s coming?

Our CX Index Team

Michelle Yaiser

Director, CX Analytics

Harley Manning

Harley Manning

VP, Research Director

Rick Parrish

Principal Analyst

Maxie Schmidt

Principal Analyst

Request a CX Index demo

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