How well do leading brands build loyalty with the quality of their customer experience (CX)? Forrester’s US Customer Experience Index, 2016 reveals the top performers in the US as well as the specific brands that you need to beat to take over first place in your own industry. In this episode, we highlight some of the major trends in the CX Index in 2016 and reveal the role that emotion played.
Click the titles below to read more:
- The US Customer Experience Index, 2016 [Report]
- The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up [Blog Post]
- The US Customer Experience Index for 2016, Part 2: CX Plus Digital Equals Disruption [Blog Post]
- The US Customer Experience Index For 2016, Part 3: Emotion Holds The Key To CX-Fueled Loyalty [Blog Post]
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