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    CX quality disappoints amid a crisis of trust

    Feb 11, 2018 2 minutes
    “Brands that borrow their values and stage their superficial experiences will continue to be called out for all to see across social media.”

    Around the world, customer experience (CX) quality has largely stalled – Australia included. According to Forrester’s 2017 ‘Customer Experience Index’, not a single industry average improved this year in the Australian market. Many individual brands stagnated or even slid backward – mirroring a global slump in CX quality.

    Why did

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