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Are You Putting Your CX Dollars In
The Right Place? Roxana Strohmenger, Director, Data Insights Innovation
March 18, 2015
Customer expectations have changed.
Your customers want a faster, better,
cheaper, higher level of service.
To compete: You must differentiate.
Success with customer experience
requires a system of measurement.
© 2015 Forrester Research, Inc. Reproduction Prohibited 5
All of Forrester’s CX Index™ data is confidential and for internal use only. Any external distribution is strictly prohibited.
Forrester’s CX Index Score measures
How successful a company delivers customer
experiences that create and sustain loyalty
Customer
Experience Quality
Customer
Loyalty
SCORE
© 2015 Forrester Research, Inc. Reproduction Prohibited 6
All of Forrester’s CX Index™ data is confidential and for internal use only. Any external distribution is strictly prohibited.
How good is your customer experience?
Why it is good or bad?
How can you improve?
A RIGOROUS & ACTIONABLE DATA FRAMEWORK
You’ll see just how the CX Index measures real-world
customer experience, as well as find out how to use
these insights to determine which drivers will most
affect revenue.
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