Summary
2020 marked a departure from the last several years when it came to Forrester’s Customer Experience Index (CX Index™). Leaving behind the gloomy landscape of overall stagnation we’ve observed since 2015, this year brought statistically significant advances by just over one-quarter of brands in the study. We interviewed customer experience (CX) leaders at 11 organizations that made gains. They described what they did to achieve their substantial results. Customer experience professionals can use this report to learn how drivers such as clearer communication and better customer service can be used for their own CX improvement efforts.
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