Forrester's canada 2023 customer experience index: brands' cx quality reaches its lowest point since 2016

Cambridge, mass.--(business wire)--forrester's (nasdaq: forr) canada customer experience index rankings (cx index™) reveal that the average cx quality among canadian brands fell for an unprecedented second year in a row as brands struggled to deliver on customer needs. average cx scores fell in six of the nine industries surveyed, including luxury and mass market automakers, multichannel banks, credit card issuers, investment firms, and utilities. additionally, 21% of brands saw significant dro.
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