Trends Report

How US Companies Improved Their CX Index Scores, 2021

How Successful Brands Used The Pandemic To Accelerate Their CX Efforts

January 25th, 2022
Harley Manning, null
Harley Manning
Sam Karpinski, null
Sam Karpinski
With contributors:
Daniel Portillo , Shayna Neuburg

Summary

In 2021, US customer experience (CX) continued to improve, as just under one-quarter of the brands in Forrester’s Customer Experience Index (CX Index™) experienced statistically significant improvements. When we interviewed 12 of the organizations that improved, we found that they all used the pandemic to accelerate their existing CX projects, building upon their strong foundational CX work. This report shares what these “winners” did and how they did it.

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