CX Improvement Is Stagnant — For The Third Year In A Row
With no clear CX leaders among 287 brands across 19 industries, Forrester’s US Customer Experience Index, 2018 indicates lack of progress and overall mediocre performance in brands’ ability to please their customers. Of all the brands ranked, Navy Federal Credit Union tops the list, while banks and luxury auto manufacturers have the highest average score. On the contrary, federal government and internet service providers perform the worst.
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