The Customer Experience Index, 2014
Best Practices: The Experience-Driven Organization Playbook
How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175 large US brands across 14 industries including retailers, hotels, banks, credit card providers, insurance firms, airlines, wireless service providers, and investment firms. Forrester shows the highest- and lowest-scoring companies and industries as well as the ones that moved up or down since their 2013 study. Customer experience professionals should use this report to understand their competitive environment and set goals for optimizing their customer experience management practices as they proceed along the path to customer experience maturity.