Everybody Talks About CX, but Nobody Does Anything About It

26. January 2018.

Customer experience quality didn’t improve in the retail industry this year, despite keen competition among online retailers, according to Forrester’s U.S. 2017 Customer Experience Index.
The three highest-ranked online retailers — Etsy, QVC and Zappos — came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year. Forrester analyzed 314 online retail brands across 21 industries.

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