Forrester Vice President and Research Director Harley Manning discusses the 2018 US Customer Experience Index results and what they mean for companies trying to win on the value of CX.
Harley Manning, Vice President and Research Director
According to Forrester’s 2018 US Customer Experience Index (CX Index™), CX improvements have stalled for a third year in a row. Firms scoring at the very bottom of the index have reshuffled a bit, but not a single leader has pulled ahead of the rest.
The results show that many companies don’t fully understand what matters to their customers. Rather than delivering experiences of critical value, companies have focused on the low-hanging fruit.
In this podcast episode, Harley Manning explains what makes a great customer experience and how companies can become CX leaders by placing customers at the core of their business — and, in turn, strengthening customer loyalty and driving growth.