Benchmark Report

2022 Customer Experience Benchmarks, US

October 7th, 2022
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Customer experience (CX) quality within industries is becoming less differentiated as below-average brands close the gap with top-performing brands, according to seven years of Forrester’s Customer Experience Benchmark Survey data. Greater improvements in below-average brands are also driving increases in overall industry averages more so than top-performing brands. Decreasing differentiation makes CX innovation more important than ever for brands that want to stand out from the pack.

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