Is CX Improving? Or Declining?

From Contact Center Pipeline

Forrester Research’s 2024 Customer Experience Index has been making waves for its finding that perceptions of CX quality are now at their lowest point since the inception of the CX Index.

This finding prompted Contact Center Pipeline to ask leading CX experts the following questions: 

“Is the CX improving or declining, and why? Is it the case of changes in product and service quality/value for money and/or in customer expectations? Or are there other factors in play? And what can contact centers do to enable customer-attracting/retaining CXs?

Tom Lewis, Global Leader, CX Transformation, TTEC Digital, was among the experts to weigh in. 

According to Lewis, “I think generative AI is making the CX worse by creating a vast divide in customer expectations versus reality.”

For more of Lewis’ thoughts on generative AI and the customer experience, check out the article in Contact Center Pipeline.