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In a previous blog post about the Customer Experience Index for US brands In 2016, Harley Manning contrasted the rising tide of CX quality with the stagnation among top brands.

In this post I’ll explore another big finding from our research: CX-fueled digital disruption. In this year’s CX Index results we found that:

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via Forrester Blogs Rick Parrish

Enclosed McKinsey for another high level approach