Trends Report

The Canada Customer Experience Index, 2020

How Brands Build Loyalty With The Quality Of Their Experience

August 27th, 2020
With contributors:
Harley Manning , TJ Keitt , Michelle Yaiser , Ben Salamin , Shayna Neuburg


How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the scores of all 147 brands across 12 industries in the Canada Customer Experience Index (CX Index™) at the onset of the COVID-19 pandemic. We also unveil new trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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