- Forrester Councils
- Councils Overview
- log in
Posted by Megan Burns on January 23, 2012
Today we published Forrester’s 2012 Customer Experience Index (CXi). It’s our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters — customers. The CXi is based on research conducted at the end of 2011 and reflects how consumers perceived their experiences with 160 brands across 13 industries to be.
For those new to the index, let me explain how it works. The process has three steps:
So what did this year’s results tell us? They told us:
What does all this mean? I take away three things:
Over the coming weeks, I’ll be exploring this year’s CXi results in more detail. To stay abreast of the latest insights, here are three ways to join the conversation:
Join me for a webinar on Tuesday, January 31, at 1 p.m. ET.
Subscribe to my blog. I'll be posting regularly throughout 2012 with interesting findings from this year's CXi data.
Look for the update to last year’s very popular report “How Companies Raised Their Customer Experience Index Scores” in early Q2. We’re interviewing several firms to see what’s behind their great performance in this year’s index and looking at how others can mirror their success.
So stay tuned . . . we’re on tap to make the CXi’s fifth year the best year yet!