I suspect that Forrester’s Next-Generation Customer Experience Index will be a significant contribution towards the continuous advancement of CX in many organizations. We’ll visit the CXi again in an upcoming post on designing your framework for measuring customer experience. Forrester Customer Experience Index (CXi) Conducted annually since about 2009, the survey evaluates customer experience with over 150 companies in the United States. Forrester measures three elements of customer experience: effort, ease, and emotion. in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so it can reap these benefits (see Figure 1).2 We use this methodology to benchmark CX quality at 287 US brands, including 17 of the largest and most important health insurers (see Figure 2).

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