CX Index ™

• A rich set of CX measures, including quality and loyalty measures, so you gain a keen view of how customers perceive and feel about their experiences. This includes a unique view of emotion that still represents the greatest indicator of future growth.
• Industry benchmarks, so you can see where you stand relative to your peers and where your customers see you as differentiated, on par with, or behind your direct competitors
• Revenue modeling that is tied to priority drivers so you can estimate likely revenue payoff by improving specific experiences

You can access Forrester’s CX Index data and insights through Forrester Decisions research services for customer experience leaders and B2C marketing executives.

To elevate your CX Index ranking, customer experience leaders can connect with marketing and brand leaders to align around the Total Experience Score.

The Total Experience Score brings together two powerful perspectives:

• The Brand Experience Index, which reflects the strength of the promises your brand makes
• The Customer Experience Index, which measures how well your brand delivers on those promises

Together, they provide a unified view of how effectively your company wins and serves customers across the entire lifecycle — from first impression to long-term loyalty.