Trends Report

Widespread Drops In US CX Quality Point To Major Failures In Brands’ Customer Focus

Revelations From Forrester’s Customer Experience Index

June 6th, 2022
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Keith Johnston , Sharyn Leaver , Michelle Yaiser , Sam Karpinski , Ananya Suresh , Shayna Neuburg

Summary

US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020. Forrester’s 2022 US Customer Experience (CX) Benchmark study reveals losses in CX quality across 13 industries. Our study also shows that companies have flubbed digital CX and other essential pandemic-era CX efforts. However, bright spots — like customers’ historically high forgiveness for brands that make mistakes — provide a foundation on which to rebuild CX quality. Despite this year’s losses, great CX is sustainable. It requires an enterprisewide effort to put customers at the center of an organization’s leadership, strategy, and operations.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.