Forrester's 2024 us customer experience index: brands' cx quality is at an all-time low

Nashville, tenn., & cambridge, mass.--(business wire)--according to forrester's (nasdaq: forr) us customer experience index (cx index™) rankings, cx quality among brands in the us sits at an all-time low after declining for an unprecedented third year in a row. several factors, including brands' inability to provide seamless customer and employee experiences; underwhelming digital experiences using chatbots; and consumers' concerns about their personal financial situations, society, and the eco.
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