Forrester: European Brands Are Making A Breakthrough In Customer Experience
Forrester Research, Inc. (FORR)
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Source: PR Newswire
LONDON, Nov. 20, 2018 /PRNewswire/ -- There is a direct connection between a company's employee experience and its ability to win and retain customers. And it is only possible to win and retain customers if they are engaged on a much deeper, emotional level.These are some of the key messages that emerged from Forrester's two-day forum CX (Customer Experience) Europe, which welcomed more than 400 industry leaders from all over Europe.During the forum, Forrester presented its Customer Experience Index (CX Index™) rankings. Compared to 2017, the data did not show a significant and tangible improvement. However, CX Analytics Director Michelle Yaiser is certain that "European brands are starting to make a breakthrough in customer experience", but she warned the audience: "An endless pool of customers does not exist". Retaining loyal customers is therefore mission-critical for all companies globally. In fact, irrefutable and rigorously-researched data analysis from Forrester shows that, whe
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