Report

Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

May 26th, 2020
With Contributors:
Ben Salamin
and Shayna Neuburg

Summary

Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expecta

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