Forrester just released his #CX Index 2019 with “Some Small Gains, Widespread Stagnation, No Real Leaders”.
#CX is one of the most used “buzzwords” these days… but it is much more than jus a “buzzword”, it changes the entire way we are doing business in future as I think. We are in an early phase with some les players like Apple and Amazon which are (since long time) far ahead on this. So let’s see what Forrester has discovered. I don’t want to bore you with my summary, I have collected the most important links from Forrester. Enjoy reading!
Summary
US CX Index 2019 Results: Some Small Gains, No Real Leaders
Forrester’s US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2.
Forrester’s 2019 Customer Experience Index Reveals Early Signs Of Advancement · Forrester
CX performance is mostly flat but showing early signs of making gains, with leading brands relying on emotion to build loyalty.
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(Findings From The US CX Index™ 2019)
Momentum Is Building For CX, But Will It Continue? · Forrester
Forrester’s CX Index 2019 results reveal that more brands are inching forward along their CX transformation journey.
CX Index Methodology
Improve Customer Experiences with Forrester’s CX Index
Forrester’s CX Index™ is designed to close the loop between CX measures and growth, connecting quality and loyalty measures to specific revenue drivers.
