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.
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.
The Missing Human Connection
In 2018, customers don't feel their loyalty is rewarded.
Our CX Index Team
Michelle Yaiser
Director, CX Analytics
Harley Manning
VP, Research Director
Rick Parrish
Principal Analyst
Maxie Schmidt
Principal Analyst
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