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The 2015 Customer Experience Index

Measure The Experiences That Matter Most

Loyalty has never been more vital. Digital empowerment means that if you can't satisfy your customers, they'll forget you with a simple click, swipe, or tap. Black-and-white customer satisfaction numbers are not enough in this Technicolor landscape: You need to know what makes them tick. 

What does your CX data mean? What do you do with it? How do you link it to sustained business results?

"A brand's CX needs to do more than please customers; it has to engender greater loyalty."


As the only CX analytics and scenario modeling capability that considers the emotional experience of customers and what drives loyalty, the CX Index answers three questions:

  1. How good is your CX? Your CX Index score goes beyond simple CSAT scores to measure how well your company delivers experiences that create and sustain loyalty. 
  2. Why is it good or bad? CX Index scores highlight 25 key drivers for each industry to help you focus on what matters most to your customers and differentiates you from the competition. 
  3. How can you create sustained CX excellence? Scenario modeling enables you to take organized and productive actions to improve CX, and gain the advantage of speed in the market.



Customer Experience Affects Your Profits

Read the complimentary Forrester Perspective report, "The Business Impact of Customer Experience," which proves that focusing on customer-centricity is your best bet for sustainable competitive advantage.

How Does Your Company Rank?

Companies that focus on improving their customer experiences will see substantial results to their bottom line. In order to stay ahead of your competitors, you must move along the path to customer experience maturity as shown by this year’s results.

Diagnose your firm’s customer experience maturity now: