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.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
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 - Don’t Let Policy Destroy Service
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...
|Genex Infosys Limited|
Genex Infosys is managed by a group of young and dynamic people having extensive knowledge and global exposure in the field of BPO and IT services. Genex is the largest BPO Company in Bangladesh is an...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...
Doxim is a provider of SaaS-based customer engagement solutions for credit unions, community banks and wealth management firms. Doxim’s Customer Engagement Platform helps financial institutions transf...