News : Forrester Releases Canada 2016 Customer Experience Index Scores
Cambridge, MA, USA, September, 2016 -- Despite Canadian companies’ drive to improve customer experience (CX), their efforts are not fully paying off, according to Forrester’s Canada 2016 Customer Experience Index (CX Index™). Of the 15 industries ranked, more brands’ scores fell than rose, and only a quarter of brands’ scores changed at all.
Based on a survey of nearly 75,000 Canadian online adult consumers, Forrester’s Canadian CX Index measures and ranks close to 200 Canadian companies across 15 industries to identify how leading brands stack up based on the customer experiences they provide.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Most notably, the Canada CX Index found that traditional industries now perform as well as, or better than, their digital competition. For example, traditional banking firm ATB Financial scores higher than its competition in the direct banking industry. Additionally, traditional retail and TV providers are ranked evenly with digital retail and OTT services, respectively.
"It’s not surprising to see that traditional players are gaining CX traction on digital disruptors," Rick Parrish, principal analyst at Forrester, said. "While most digital companies that start out with a customer-obsessed mindset have trouble staying focused on CX as they grow, many traditional companies understand their CX weaknesses. Because of that, they’re able — and willing — to work systematically to improve their CX management maturity. This year’s CX Index data makes that clear."
Forrester’s CX Index also reveals the CX elite — companies that rank in the top 5% for CX quality across all industries. The companies that made Canada’s CX Index 2016 best-in-class list include the following (in alphabetical order): ATB Financial, CAA Insurance, Chapters/Indigo, Desjardins, Fairmont Hotels & Resorts, Hampton Inn & Suites, Mountain Equipment Co-op, Newegg, Videotron, and Well.ca.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - First Contact
More Editorial From Forrester
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Thursday, October 6, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Dialogic is a provider of technologies based on open standards such as host media processing and other multimedia products that enable its customers and partners to deliver mobile, video, IP, and TDM ...
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud...
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...