PART ONE Stagnation With A Side Of Momentum The story of customer experience quality has been one of modest gains to date. Yes, there have been some shining stars, but there has also been utter stagnation. This year, we see early signs of gains: Momentum is building as more organizations recognize the economic value of CX and are investing accordingly. Forrester’s Customer Experience Index (CX Index™) measures how successfully a company delivers customer experiences that create and sustain loyalty. This year’s index shows small but meaningful gains: The Biggest Changes In CX Index Industry Averages 100 2018 90 2019 80 70 60 50 40 30 20 10 0 Wireless Banks Auto Retailers Hotels Health Airlines Service Manufacturers Insurers Providers © 2019 Forrester Research, Inc.