Brands across industries had to pivot their customer experience (CX) strategies during the pandemic and it seems retailers fared well turning challenges into opportunities.
In its annual ranking, Forrester reveals the scores of 220 brands across 13 industries and retailers had a good showing. To meet consumers’ expectations, retail brands quickly embraced digital transformation, added new shopping options, and instituted measures that emphasized their safety, it said. Four of the top 11 brands in the full “2021 US Customer Experience Index (CX Index)” are retailers — more than any other single surveyed industry. Overall, retailers as a group saw no significant change in their industry average score (74.1 out of 100). The Index ranked 39 retail brands.