Trends Report

Forrester’s CX Index Hits Historic Low In US

Four Factors Drive An Unprecedented CX Quality Decline

September 20th, 2024
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
James McQuivey, PhD, VP, Research Director
James McQuivey, PhD VP, Research Director
Shar VanBoskirk, VP, Principal Analyst
Shar VanBoskirk VP, Principal Analyst
Niraj Patel, null
Niraj Patel
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Customer experience (CX) quality in the US dropped three years in a row and is now at its lowest point since the inception of Forrester’s Customer Experience Index (CX Index™). Analysis of our annual study shines a light on four root causes: 1) leaders’ missteps on customer obsession, 2) the wrong employee experience (EX) priorities, 3) the failure of most chatbots, and 4) consumers’ economic and social concerns. We also identify practical actions that leaders can take to address each of these causes.

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