Customer experience management
Recent research by Forrester in the US showed that superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well?
To find out, Forrester compared the revenue growth of European companies with superior customer experience to that of their direct competitors with relatively inferior customer experience. They identified leaders and laggards by their scores in Forrester’s Customer Experience Index (CX Index™), which uses a large-scale consumer survey to measure how well a company delivers customer experiences that create and sustain customer loyalty.
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