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Forrester released some interesting news in their 2024 CX Quality Index Report: Customer Experience Quality In The US Falls To An All-Time Low. Essentially, customer’s perceptions of their experiences have dropped, along with the effectiveness, emotion, and ease of their experience.
A few weeks ago, we ran across a blog post dealing with the top CX problems; it listed personalization, buy-in, and prioritization as key issues in the industry. The date on this article? 2020.
Back in 2015, Gartner predicted that by 2020:
Mobile and social channels would be increasingly important in the customer experience. Customers would expect brands to remember their preferences and tailor their experience accordingly (i.e. personalization).
Spot on. But now we’re in 2024 – more than 9 years later – and we’re still talking about the same issues. So, we thought it’d be interesting to examine a year-over-year view of the top CX issues for the past five years. Here are the key issues presented for each year:
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