Forrester's 2024 canada customer experience index: canadian brands' cx quality hits its lowest point

Nashville, tenn. & cambridge, mass.--(business wire)--forrester's (nasdaq: forr) canada customer experience index (cx index™) rankings reveal that the average cx quality among canadian brands has fallen to its lowest point following a second consecutive year of decline. in addition to nearly 60% of brands and eight industry averages decreasing in cx quality over the past 12 months, brands in canada are struggling to connect with customers emotionally. one of the main contributors to this declin.
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