Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance | CustomerThink

The 2022 CX Index reports a return to early 2020 CX quality levels, reversing 2021 gains. In fact, 20% of brands have lower CX quality now than a year ago. Furthermore, only 3% of companies are customer-obsessed, reduced from 10% in 2021. (96,000+ US consumers rated 221 brands in 13 industries.)