Forrester Rolls Out CX Index in Singapore

Forrester Research has rolled out its Customer Experience Index (CX Index) in Singapore, to provide an overall perception of the quality of Singaporeans' experiences with brands.

The Index gives businesses an in-depth understanding of the quality of their customers' experiences, competitive benchmark data so that business and technology leaders know how they stack up against their peers, and the ability to model the improvements that will have the biggest impact on revenue. The Singaporean Index, based on a survey of 3,792 adults, measures and ranks sixteen brands in the country for the effect CX has on customer loyalty. 2018 rankings include brands in the banking, insurance, government and airline sectors.

Tom Mouhsian (pictured), Principal Analyst and author of the new report, comments: 'Singaporeans have high expectations and require interactions that are emotionally positive, easy and effective - but the low quality of CX in Singapore drives customers away, cuts revenue per customer, and reduces customer advocacy. Brands must work harder to deliver the strong experiences that consumers demand, as even a minor improvement to CX quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet'.

Web site: www.forrester.com .