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Quality Customer Experiences

Retailers Still Struggle To Provide Consumers With High Quality Customer Experiences, According To Forrester’s CX Index

Forrester Ranked 53 Multichannel and Digital Retailers in Its 2018 Customer Experience Index, Finding That Average CX Quality Remained Stagnant or Declined Since 2017. Brands must focus on providing high-quality customer experience (CX) to gain loyalty, but retailers are missing the mark: According to Forrester's US 2018 Customer Experience Index (CX Index), multichannel retailers' CX quality remained flat, and 36% of digital retailers' scores decreased significantly since last year. Contrary to popular…