Industry Report

Forrester's US Customer Experience Index, 2020

How brands build loyalty with the quality of their experience

Scaling research for better CX

What you’ll learn:

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)?

In Forrester's 2020 report, learn about the drivers behind the scores of all 250 brands across 14 industries in the US, including these key insights:

  • COVID-19 had little effect on the CX Index
  • Brands have built goodwill with customers
  • CX differentiation is the key to post-pandemic success

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