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ROI of Customer Experience, 2018

To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries. The report contains data charts showing how loyalty levels change based on customer experience across industries, we also describe a five-step process for calculating the ROI of CX for your organization.