Analyzing the Current State of Customer Experience Amid Conflicting Data
COPC
JUNE 24, 2024
Despite massive investments in CX technologies and strategies, scores have reached an all-time low, with 39% of brands experiencing a notable decline. The average score on the index is now 69.3 Customers who resolve their issues using SSTs report higher CSAT, lower customer effort scores (CES), and higher Net Promoter Scores (NPS).
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