Given the focus and investment in CX, why are customer satisfaction scores dropping?

The American Consumer Satisfaction Index (ACSI) indicates that customer satisfaction scores took a sharp decline in 2022, and have not recovered as of the writing of this paper. And ACSI is not alone in their assessment. Forrester’s Customer Experience Index reports that CX quality fell at 19% of companies in 2022 – the biggest drop in a single year since the survey’s inception. Independent research further shows a staggering 57% of customers feel that customer experiences have worsened.

This paper will examine how rapid innovation is impacting the modern customer experience and how CX leaders are leveraging new approaches to increase customer satisfaction.

Topics covered include:

• Evaluating the dimensions of customer preferences
• 5 factors impacting modern customer experience
• How a Total Experience approach can help CX leaders succeed