2018 CX Index Rankings Reveal CX Is Stagnating

Brands with highly rated CX improve revenue at twice the rate of brands with poor experiences. In order to drive growth through CX, brands need a measurement framework to understand the success of their CX initiatives and opportunities for improvement. Forrester’s Customer Experience Index (CX Index™) provides a score for your brand that indicates the quality of CX you provide and its impact on loyalty, the biggest driver of revenue. In addition, CX Index shows how your CX compares to your competitors and helps you understand the potential investments that will have the most impact on growth.

Each year, Forrester publishes CX Index rankings across industries and regions to showcase brands that are leading the pack and those brands that are falling short of customer expectations.

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