Summary
Average customer experience (CX) quality in Canada declined for an unprecedented third year in a row and now sits at an all-time low, according to Forrester’s Customer Experience Benchmark Survey. An unprecedented 59% of brands and eight industry averages declined. The effectiveness and ease of experiences also hit record lows. This report reveals the Customer Experience Index (CX Index™) scores of all 110 brands across nine industries. CX leaders can use this report to inform their ongoing improvement efforts.
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