Summary
Average customer experience (CX) quality in Canada declined for the second year as brands struggled to deliver on customer needs. Average Customer Experience Index (CX Index™) scores fell in six of the nine industries we studied and remained statistically unchanged in the other three. No industry average improved. Companies continue to face marketplace headwinds such as the changing nature of work, shifting customer needs and preferences, and rapidly evolving technology. Scores suggest that among the 100 brands included in the study, many are deprioritizing customer experiences as a strategic priority. CX professionals can use this report to inform their improvement efforts.
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