Predictions Report

Predictions 2017: The CX Quality Split

An Elite Few Brands Will Break Away

Rick Parrish,

Maxie Schmidt,

David Truog,

Allegra Burnette,

Tony Costa,

Andrew Hogan,

TJ Keitt,

Kelly Price,

Samuel Stern,

and

four contributors

Oct 31, 2016

Summary

The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with companies converging toward CX parity? No. This document lays out for CX professionals what will happen instead.

Log in to continue reading

Client log in

Welcome back. Log in to your account to continue reading this research.

Become a client

Become a client today for these benefits:

Stay ahead of changing market and customer dynamics with the latest insights.
Partner with expert analysts to make progress on your top initiatives.
Get answers from trusted research using Izola, Forrester's genAI tool.

Purchase this report

This report is available for individual purchase ($795).