Forrester's us 2023 customer experience index: brands' cx quality falls for a second consecutive year

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 declined for an unprecedented second year in a row. despite more than 80% of business leaders indicating that improving cx is a high priority, just 6% of brands saw a significant increase in 2023, compared to 10% the year prior. luxury auto manufacturers and retailers are the only industries to significantly improve th.
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