Trends Report

The US Multichannel Retailers Customer Experience Index, 2019

How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

September 10th, 2019
With contributors:
Sam Karpinski , Harley Manning , William Willsea , August du Pont , Carl Finkbeiner , Ben Salamin , Shayna Neuburg

Summary

How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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