{"id":16982,"date":"2024-06-25T15:16:46","date_gmt":"2024-06-25T15:16:46","guid":{"rendered":"https:\/\/premiernx.com\/?p=16982"},"modified":"2025-11-26T13:35:46","modified_gmt":"2025-11-26T13:35:46","slug":"forrester-report-customer-experience-plummets-to-all-time-low-is-your-business-at-risk","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/forrester-report-customer-experience-plummets-to-all-time-low-is-your-business-at-risk\/","title":{"rendered":"Forrester Report: Customer Experience Plummets to All-Time Low “Is Your Business at Risk?”<\/span>"},"content":{"rendered":"

Customer Experience (CX) quality is in freefall in the US; a recent Forrester Research report highlights that US consumers’ perception of CX quality has fallen for the third year and sits at its lowest point since the inception of the CX index in 2016.1<\/sup> The CX downfall is a significant challenge for C-suite leaders, who must prioritize customer focus and identify areas of improvement. The report discusses critical factors contributing to this precipitous three-year drop in the index, including brands’ inability to offer seamless customer and employee experiences, underwhelming digital experiences, and consumers\u2019 concerns with their finances, society, and the economy.<\/p>\n<\/div>

Key Takeaways<\/h2><\/div>