Mixed feelings on 2017 CX Day!

Happy because we are celebrating the importance of CX but sad about the state of CX. The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. Excellent scores died off, while the number of poor scores increased. The number of brands…