2019 US Customer Experience Index
How well do leading brands build loyalty with the quality of their customer experience (CX)?
The Secret to CX Leadership = Emotion
Emotion has a bigger impact on brand loyalty than effectiveness or ease in every industry. Elite brands provided about 22 emotionally positive experiences for each negative one; the bottom 5% of brands provided only three emotionally positive experiences for each negative one.
Learn about new trends unveiled in CX and the scores of all 260 brands across 16 industries in Forrester's 2019 US Customer Experience Index.