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The 2014 Customer Experience Index


Forrester’s Customer Experience Index (CXi) is an annual benchmark that measures the three ways customers perceive their interactions with your brand based on:

  • How enjoyable are you to do business with?
  • How easy are you to do business with?
  • How effective are you at meeting your customers' needs?

We’re excited to share that we have expanded our CXi coverage. See the results:


Forrester Vice President and Principal Analyst Megan Burns gives an overview of the 2014 Customer Experience Index. (01:40)

Forrester Vice President and Research Director Harley Manning gives an overview of the 2014 Customer Experience Index results in the UK. (02:02)

Forrester Vice President and Research Director Harley Manning provides an overview of how French customers rate various French companies in terms of customer experience. (02:13)

Forrester Researcher Samantha Jaddou shares her insights on the results for the first-ever CXi in China. (01:54)
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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: