Forrester's 2025 global customer experience index rankings: 21% of brands declined, 6% improved, and 73% remained unchanged

Nashville, tenn. & cambridge, mass.--(business wire)--according to forrester's (nasdaq: forr) global customer experience index (cx index™) 2025 rankings, ongoing challenges that drove last year's decline in customer experience (cx) quality — weaker employee experience, waning customer obsession, disappointing tech implementations, and economic volatility — continue to impact how consumers perceive cx quality. furthermore, the disparity between the customer experience that brands intend to deliv.
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