Although customer experience (CX) remains a key focus for global brands, researchers from Forrester say that brands have a long road ahead with just 0.5% of global brands predicted to achieve customer ‘excellence’ over the next two years.
Forrester found that a majority of industries surveyed ranked in the ‘OK’ CX range only.
In a newly-released report entitled Global Customer Experience Trends 2017 which focuses on retail, insurance and banking, Forrester analyst Rick Parrish and team found that only 18% of US brands were noted for providing good or excellent CX. A mere one percent of the Read full story ›
Source: The Drum
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