In conjunction with CX Day on October 5, Forrester released a new report and data-filled infographic highlighting the value and bottom-line results of CX.
Forrester data shows that most organizations have a long way to go when it comes to CX because, while 84% of companies aspire to be CX leaders, only one in five deliver good or great CX. That shouldn’t dissuade executives, though, because according to Forrester’s new research, the results of an effective CX plan can have a direct impact on the business. The research and data also show that:
- CX innovators lead CX laggards in growth by 5.1 times.
- Customers are willing to pay 4.5 time more for an excellent customer experience versus a poor customer experience.
- The operating margin for companies with engaged employees is 4.1 times larger than the margin for companies with non-engaged employees.
Click here for more information, and please contact us if you’d like a copy of the report and infographic.
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.