Predictions 2019: Customer Experience Comes Under Fire | Forrester

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in […] [from https://ift.tt/2leQDNn]