Momentum Is Building For CX, But Will It Continue?

Forrester’s CX Index™ 2019 results reveal that more brands are inching forward along their CX transformation journey. But these are early days yet, and most firms are stagnant.

Advancement may be easier than brands think. Progress is frequently hindered by a mismatch between what customers want and what firms think customers want. CX organizations can benefit by refocusing and reprioritizing to ensure that their efforts will make the greatest possible impact.

This guide contains:

  • A snapshot of CX Index 2019 results, including the most significant industry-wide changes
  • An overview of what’s driving the current state of CX
  • A look at the road ahead — CX in 2020 and beyond

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