Industry Report

Forrester's UK Retail Customer Experience Index

How UK retail brands earn loyalty with the quality of their experience

Scaling research for better CX
What you'll learn:

How well do leading brands earn loyalty with the quality of their customer experience (CX)? Emotion continues to be a key driver for great CX. Learn how top UK retail brands earn loyalty through the quality of their CX.

Learn about new CX trends and the scores of all 18 retail brands across the UK in Forrester's UK Retail Customer Experience Index, including these key insights:

  • John Lewis and Amazon are the top UK retailers
  • Multichannel and digital retailers as a whole improved
  • Feeling appreciated, happy, and valued drives loyalty for multichannel retailers

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