Blog Posts Process Management

Does CX Quality Affect Stock Performance? Yes, But…

Blog: Forrester BPM Center of Excellence

For years, back-of-the-napkin analyses have claimed that CX quality correlates with better stock performance. We dug deeper and compared a portfolio of CX leaders in Forrester’s CX Index™ to a portfolio of CX laggards from October 3, 2016 to October 2, 2017. The results of our study were an unambiguous win for the CX leaders […]

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