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	Podcast:		Forrester's CX Cast
	Episode:		64: The US Customer Experience Index, 2016
	Category:		Business
	Duration:		00:11:34
	Publish Date:		2016-08-19 15:00:00
	Description:		How well do leading brands build loyalty with the quality of their customer experience (CX)? Forrester's US Customer Experience Index, 2016 reveals the top performers in the US as well as the specific brands that you need to beat to take over first place in your own industry. In this episode, Prinicpal Analyst Rick Parrish highlights some of the major changes in the CX Index this year and reveals some of what this data tells us about the role that emotion plays in CX. CX professionals can use this report to inform their ongoing improvement efforts. Research and blog posts referenced in this episode: The US Customer Experience Index, 2016 [Report] The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up [Blog Post] The US Customer Experience Index for 2016, Part 2: CX Plus Digital Equals Disruption [Blog Post] The US Customer Experience Index For 2016, Part 3: Emotion Holds The Key To CX-Fueled Loyalty [Blog Post]
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