227: The Customer Experience Index, 2020 (R)

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020.
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* The US Customer Experience Index, 2020

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.