Predictions Report

Predictions 2017: The CX Quality Split

An Elite Few Brands Will Break Away

October 31st, 2016
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Allegra Burnette, null
Allegra Burnette
Tony Costa, null
Tony Costa
Andrew Hogan, null
Andrew Hogan
TJ Keitt, null
TJ Keitt
Kelly Price, null
Kelly Price
Samuel Stern, null
Samuel Stern
With contributors:
Stephanie Balaouras , Harley Manning , Scott Ross , Rachel Birrell

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.

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