Summary
The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian market, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While we saw significant industrywide CX score improvements in multiple markets around the world in 2016, scores for Australian brands remained largely unchanged. Why? This report examines the results, puts the spotlight on the CX leaders, and explains what companies need to do drive gains.
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