cx index webinar in brief
TRANSCRIPT
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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