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Forrester Research: Drive Business Growth With Great Customer Experience, 2017 (The Upside of Investing in CX for 17 Industries)

How does a customer’s loyalty drive your business’ growth?

Forrester reports that 50% of CX professionals can’t determine what an improvement in customer experience is worth to their business. To help illustrate the value, the research firm analyzed data from their CX Index to understand the impact of a 1 point increase in CX Index scores for companies across 17 industries.

The report highlights the following:

  • business growth potential that comes with improving CX for 17 industries
  • industry-specific differences in positive growth potential as CX improves
  • insights that help CX pros communicate CX ROI