Report

How US Companies Improved Their CX Index Scores, 2020

Multiyear Efforts To Establish CX Management Competencies Delivered Results
October 30th, 2020
With Contributors:
Brian Mukasa
and Shayna Neuburg

Summary

2020 marked a departure from the last several years when it came to Forrester's Customer Experience Index (CX Index™). Leaving behind the gloomy landscape of overall stagnation we've observed since 2015, this year brought statistically significant advance

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