Customer experience quality suffered in 2018
The 2018 US Customer Experience Index rankings are in and the trends are surprising.Read the article
DRIVE REVENUE WITH CX
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upwards, and the overall quality of … Read the post
More from Forrester Blogs
See all posts
Forrester works with business and technology leaders to develop customer-obsessed strategies that drive growth.
The customer-obsessed blueprint
Anticipate changing customers and become a customer-led, insights-driven, fast, and connected organization that delivers differentiated experiences. Forrester’s operating model for customer obsession will help you win in the age of the customer.Get Started
52% of consumers now consider company values when making a purchase.
Banks and bots
55% of financial services firms have implemented virtual assistants or plan to do so.
Benchmark your CX
Get an exclusive look at the 2017 CX Index results and how to create breakaway CX.