For all the good intentions that brands have about improving the experiences of customers, big brands are doing a pretty poor job of turning their talk into action. Or so says Forrester, which says there are “no clear leaders” when it comes to how well brands performed when assessed on customer experience. Instead, Forrester is bandying about terms like “mediocre” and “stagnating” when it comes to sharing insights from its latest customer experience report.

“U.S. brands remain mediocre when it comes to providing quality customer experiences,” said Forrester in its just-released US 2018 Customer Experience Index. “No brand has risen to the top of Forrester’s rankings and continue to improve—a clear indication that US brands are lacking a CX leader for the third straight year.” In a separate blog post, the research firm concluded that “the overall quality of U.S. customer experience is stagnating.”

Sourced through Scoop.it from: www.brandchannel.com