8 Reasons Why the Gap Widened Between Customer Experience (CX) Leaders and Laggards in 2016

Last year Forrester spoke of CX leaders and laggards, and the fact that “Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.” Now, while being a CX leader is a moving target, as we start 2017 it is certainly becoming even more apparent which brands truly have the customer as their focus, truly have Customer Experience as a strategy, and who is actually moving the needle and transforming how customers and potential customers feel about them.