Summary
You’ve made it to 2023. It’s an adventure that’s just getting started as the veil of uncertainty has you mired in constant scenario planning. But promise us this: As you reprioritize your business objectives in response to fluctuating market signals, keep “improving the brand experience” at the top. Why? Data from Forrester’s Customer Experience Index (CX Index™) shows that the average CX Index score declined in 2022 for the first time in four years. Since all customer experiences are brand experiences, all eyes are on the CMO: Consumers demand better from brands this year. This report provides specific recommendations to help B2C marketing executives navigate 2023 with a BX-first mindset.
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