Research
June 22, 2020
The top 5 percent of brands on Forrester's CX report. Image courtesy of Forrester
By Dianna Dilworth
Automakers and retailers were held by market researcher Forrester as the luxury sectors delivering good customer experiences, which consists of consistently meeting customers' needs, hitting the right emotional notes and even having the goodwill among customers to forgive mistakes.
{"ct":"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","iv":"c3bf3281d53f63f773d1d82d3a570efb","s":"8e4dbeba927c2a5f"}
Share your thoughts. Click here