Forrester's US 2022 Customer Experience Index: Nearly 20% Of Brands See Drop In Customer Experience Quality

According to Forrester's (Nasdaq: FORR) US 2022 Customer Experience Index (CX Index™) rankings, CX quality fell for 19% of brands in 2022 — the highest proportion of brands to drop in one year since the inception of the survey. In addition, CX quality has fallen back to early 2020 levels, reversing gains made in 2021.