Brief: Why Good Customer Experience Isn't Good Enough

October 6th, 2014

Megan Burns

With contributors:

Harley Manning , Carla O'Connor

Summary

Forty percent of the brands in Forrester's 2014 Customer Experience Index (CX Index) earned scores in the good category. But for many, those scores are actually anything but good because those brands compete in industries where good is the norm. To really stand out, they need to be great. This report outlines why more and more brands find themselves in this hypercompetitive dynamic and what that means for customer experience (CX) professionals and their aspirations for their companies.

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