Research
June 22, 2020
The top 5 percent of brands on Forrester's CX report. Image courtesy of Forrester
By Dianna Dilworth
Automakers and retailers were held by market researcher Forrester as the luxury sectors delivering good customer experiences, which consists of consistently meeting customers' needs, hitting the right emotional notes and even having the goodwill among customers to forgive mistakes.
{"ct":"4MgQop+WTZvRaE+6SYa9zSYu2pLFCDQiqujDT2AyV9VC6ZhWKSxgOZXcANAocpOWTBzWRvZXrCsgT14ANSCC8h7naxuc2ap+OpLy6uJaoa5H2RIz8vnr8PAEqNKUZp0zgYIlAkxOq0i5gbc49SvbppyPIOBxDBg5Ym5Ot2Wg97zNdSkfNtEyZTMwKEGKQJ\/fa+7GAjfrenyw67kTdWEeoS4xM3w74TxYW1UqTRVTXwtbbIcWRBS0HMtT9A0qV488dOT4bTVLv2DHXGYsyG0c\/PepcvJW\/jTlNk5wnBDoCTiqI3xaOdA8mu4DI2LgniNHrESNto2noI1EFo795E\/Wz+8q3W+Bg4qstapkOHGdHWTwxxaffNhJUiEPFIJWqJVFD\/m6yVgxI9Qn7L1o5emy+dpXy0+vG0AUtBt0UVNNZKBkMKBV1O4rWmca7Vw0VPfJqdZ+ZqrZI4Yg4UJRc9ZswMCWmBBr\/ne\/xqz8ABSXswfi3u3LszPg\/82yBNlFUT2+4GkeZT8xkyGTc6Et5FRF+BSjA3bJtQuHboU1H6LjN2QYq+qL0OryBAlp7FqaPJHRiGRtNMzQ1YG\/MQoe4aeH1vqPP1p29aJIpEgtP4dHW66H5bDX9aLTsvnvPtYNC1Yu859l390xKE+mgYKmcvhfnTZ0fu+Vt7rhLUQVBZGcRo04NWQBxq\/53WffN9ymgHzkwgkexyniG8OBmH3oG0yF9WiMSN8v11bgPm4cCng\/cDerhuytgFpGEU\/znDrCPVV1dW\/wWL1oxrVzzXBDeNp+bx8OKEt9BSYW8D5BBCh78+T+RlfAATwgnToiqjnrm9Y9pcHGADONLZhrk8d\/m43+DuR1uDZMKE6VrlNTWETu0FgWCSxXohSRkJw+vYAWL+umRINHL2R1\/MMTv3\/zBStdJMlO5MYVFYmmcAhgd3+XThoCzjOLnIxLJRlXAZq26KUnLHf8DE1Jnhk4sHNotJAI+T2SvzCiQ6u+2ulODAxSMlSMVu\/dDl6k+ApcphuDyQ9+IJJnN4drQQjwHTZeW5TrMdQrBlbq6e4EbVUiLuEApVXqB\/+gzysS3+H6lqvAuqEeyJb5ZLidVAkXiN\/HSCKZ\/YY6r2TclnyqeoSPjYyM0a2dS8Xp2equqdzgAzsGcSLWqeekVWhHLcaoyRF\/M4BzZv\/v84wqwsVnzpLRrdS0G9NFFB9ATXW5kvRNvW86rEzipGmoDAAqN6FtKjWpycTAY2yydSxvNDL5IzDwburg1ZFYAY5fJRA9Lcto+9OLelayII+2azXhS5O\/wL314DIWTfyK\/p7WGSK9nPjcJEN5Nd245Dg3vzwKceO7b5HLqzQflhQtGZNKK3kxalBKohTnWxOwQ7FvpZa8bTnrq2uDIoIoz9M6QGf0HnWxXqXY6I9k1NNtveqaE2QtLDpMoo+b3Uz3OBNcjJj3v0KDxKhp\/TFsNYTQZMoVtyi+tvTtDtWLbNMrJcWQNTue\/Xmhh1PXf\/FClbDSwinpu1tgfzrxGaeTuCQP+E5yhBXcszw15zTqUTTvSio80xWPb1M7TNh13bfpO691kF5s\/L6U\/Ra4V3GjzHMcP7wjzRTkrzS\/N\/b0aPAnXzmXURepSoGIgES\/0FXlQs7beN4DWIwBA+2sTfrk59XASIN4yrt5LzIubL27BInn6FjRmAS1PQQYZzNJw22u7+TJwy1H3z0GprieCVE303\/+Bs3TAOiLQG\/bYWiToEznbfcDLtmcjHWOcLWxctqcpZQyxo5PeuLT3XCegWqrAguxH+ztn9nYAxflJxMpsx50EfOvmU0kJR87nksOPb\/TqaSt+ON1cfR\/xFcxlG3ygz8ttctGQrOYx+hEEE\/L5t+5JPeUMinS8VZ\/gvD59gFb0++jjewN1LGVtMiFWK3IjWnn3ART4l3zf1kD6UZlyG0Eo52UzTl6KOh2pN8iyLadz9VUUI2djuENxdQ9Y\/bPyMVfaZsESBdGVyl\/nB+Yff6eBHBiNzuQKuB8UOuDCvmrKuRpBRYwoOUtSPOCXGytj1rGVxi0l+rFEz+ejhjcX4suhLhxTd0uKHyqSWByrhDiAmY8Z7H7guqlXNM\/REwvhY1v10cghMhZLasWo4i99EfZlLvOvxFWpYYIzCw+280bacSs9GkpY43Mt4LTnxcq9BRvYBXLXrImBjvSQEcefKAuFrpO7R04+GgXAF8AYcIPWP03CBvh8LkUbBtyPcN+j3uhGkMptQHEAymiXVPPYaIRMsngD27uaraBD89S4uUTDfDZnAhW+ExI+Gwje\/cxIajs3w\/wfANIsLk0g9ovvaMbZVPczeCMTc0Bc7Sl9OMEPBstO6CWxa1z90qGnI1xAYBhkCf9ydnmO\/QFrD3rHLQmNKhKyW3Y0GQ7lGgTwFQyE5IqzY7mCy5aXUGDtBvsAt0nLGFTBVFCjhgXG3P4rpSDnWyljccvb0YsbSPcLRsXuZTuDY\/\/AU6oDox0gv\/8atTB9SswVSFri6XUFUKZVllcYmgq0kqQnMsR1S2hRi3mWIYY9n5KwoUuFRuzdi\/aKC869OVBBA862ezQUTIGO\/yNyeudZrtkVLqcmr+dnyJsd6MSzz8+MivHt2QMImn8OVvM0bbrDgdY9zbe2jKtae1V3ZcI7n2Gei850HMKGYEG\/2Jhqz4XAfyFcXwMrtX0DLd2maCPSKbEAzdBrdcPZShsS\/tJJnQpt8t0vVfqgPSIX0GRA90lT6j6wZcCUOge1WrDhYHvUhEXJwgtPB6O5+OuwI\/rfLSVKZBj9B0Akfh15KfzKr94DgC24TPM\/XGT1okX5uCOBIKfkcD2AVfFelzm5YvpbnrrUBSd\/WGzIFkUnLsoKwATaDVMR8JlTWbPdANWuBVGILrSaUe9eWRfPPb8J7ayC2X3fs1VSHQxvQqbCVO9\/ll2rTHPBdU3Rn6S0DFZ2TXHD4\/Q1LdtWeCI+HNz\/EVyLiEZbQKOJkCSD9xS+gVnNAC2bj\/16mFhWM4onSZAMb2yi0PEIfVIj1F6d4OHWlTfz2DsmXurNpnhZpvKLT3auqxr2vXoReYFApo1egDgUSFby+\/fkvRWMbp58AiKlPyXxungr+t9kI2Ekb337\/zJ9IJNpgIo\/nDPb5Na9cqdWdXxnj78KD+SqCSaPNqz\/yXXL+88njZYuy5fdBuF8BJh1\/NRUtmA7MWJU58W+3ZzyF\/huD3IND69r3gQKOSU9pBbH30jQWq1ZZ468JmmCa9n51TrDLfJNJaQg7GHYYevQ0AFWM64rHWUsXvg9r\/fBSyjaxJRCj2\/bGRp0ArEEccKqJtMC7wMcy+xe0fnIxcebmmYmCIkxbK1d4za0Wtmp2C\/aXvifZfnVVMPVCi6FXZKxKDtoAgWbMgsic0aYSvspz5P0odj5+DI8jvhMVN50eQYmvrLyFissdIuVdNh+uEh4xEnzkATfL13Nz628NtnwG+3MJ7b6bFj8qacoSFeyLTWaV+TTKFuiBxlNOLyQlyTKZhsMsuQIpEUkSgis0dfdFEFMOsiw6JK1YqfrBjLvPXvpnJykyof8QcSNr+l+tnyczYoGTBObm89\/7sAdc0+5Yt60kN3Uc5+oefUEUeLE0eBMxu\/vJ6TQRTJdm5yNS\/5IU\/tFwl1evL8NaXyqT17xeFZqa9XCOiGA4ftrFZ6z8o6Ut3heJE1Y5zz+QSKtu4PT30Afn4eOaGDEIOOoeCXD42XoowfGeAAZwpNqz6nsRXCgfgIdz+iVl35Xlixtb8XAa\/qQSb5anTfEpnCncCs2FZCaYU4qPZ8bFF18wHifQGuYc4jMhEkcCif3i2vmX1wQGP4lce0WzeVM5YEVUPFlpbmcBFrcV0LtPayBSvSukg50W1m2+NH6vywGRTt6aJ2BokdEgZIk+oT5PEkwA6zaI6s5R9FKbvya5QuZYsF3PkHIVWs+x1Ir6Gul4+pOif6tIjvFuhHMtg45pJLY4qaaQlH5W8DbUj6cS\/FHLFgWmiclF8Kbk2hW27i5metNhU5PDJ9ghGnT9Siq1RiM2y2BFWclB10OVhg8kRG41ryiRmSNEOG8GNbuV6Nc9aVLilQrWvSFiI1MT1OzsTEolSGXwxbdZyoyO3gyDVccIVeeyfP1+B79CR9bZonNpK08biMTq0FyK2ieKNdGYZS1OfrKM8IRTkF3hjvh0VdVstG1+9QAKxh9tHbNLwbmr8HSgfyNeg+EkntViIxKk1nNlDI6Yg0CDo3TniZKG2wPgpNfPtUx4aQY8TBDN6h\/PZzjxvElFY1th9Fz8I6C\/Ioou0cTHQ2SKFZnbS0iyaI3+BGCcgvDstuxRVFynGea8UxGgub8zH0Q+VC30MpNjotpx6poHQYh+4+7voOVKwFL886meb9QJKkDKlbwpZvzZO7OXSljJmPoRdaIKa9GPnkjrMAPOTV8iunUiH4454LgD0jSvY6pMWikcRf8isjpkoSehK1qfer6GYX4W1FEo9bR8cIWYxWasVpDltiwcrUP2qBSxc145tIBiymG\/tXW55qQcPbBR8qb+iIoJsY\/06tswI7wN\/xHYgBsEsCfFcrsP2xP9knEtcxo2wOtm3xRjrNVqQl0DL9vDtuOMA4Y29WUKAktNFF2T8S1R2qpPNnNFC99P2h3tx8aq\/HyJR6Y\/5xWZeD60PTlqm8HcEmcOpmhOaKFVXeB0m556ul04jfYAEpLfIGROzgxu7RJwpqlNrUwCVyVXt3khYuvEh8J4WlmRe6qVjw9Fz0KpWW\/Osiidy6ByxTLiC\/AF6BjaSLiWeLEE1IjR4uBPfvEDm3UY18NCUGyinQNJ3O62V2PPlFilGMwj+Xglzr4Iye0E\/XjKxpt40rrbJ68I5l1RZlVXObKUYDGiEz7TQa5uOTFS\/mJnhcaDUGivIQXOcNF0RQpZW4nc3cJ0u4FlQkoaOtfYIBb4AP0Rki8r2sefczQjjvzwwWYOdNw4jM22zAJf87t+QEusXm2lU8lawGASWXYAaF\/6cZajqIvVxrY5SF10cbnxXdD8SMgwvpL6avWLdKYYiN2hJPFhqLWKSYIxaps428ra3rKh33hEM0uM1OtQcxJXFv8to7zsHlblpqPBx34thY3JmVFLcGgjvPuo0r37v30f0ID3Z3kW\/goiMGJ4oGDxx0QJFq54sHsk+OML8AVk8xGjTxPAfOXE9\/BezVvqJWC3+qVLkkAiAYGNBCuE\/jeR1hakT2K1ih77JDjXZPZCj+N9QBbQKCrioqlzyWfxKqOfIHG+seLxZHsW5Pov9rqSag6qNcVliLC8bJF2GNf\/ZolW1s7BRAxqI3pB2TVVM06FhZipPjzZ8JPMD1zNQRpQB4ggmPFJl\/C9dFlPh8v+U5vztV93vxE3lu+FFTOGsbcuZEN+u33v+LsajIzNqDxQ3GIoBjMpnq2YnVn8HxLc0yeob3BC9K2nYjD775czzUoKlpSEffw7H+fySWExauiquwAnlAckajciqYjRI\/J\/EQk7FTtkcW3mmoxw0gSYYDWmsbZljrHXOrHLnMpA57xZPeH\/2DUzbs2ZcfYuLO1NWuu\/\/xQzJzrjOssQstr4jG4ZrSyVpeuOZHYO8arz+O4GSkSsZF2WSNvjKOtFU1mmLX9qqTOWg+ehmF7o0AE4GSGAw\/jxyIhTXozNizogRxdEOJUUN2NqULhu27Jimu+ww68SuxnVP2CL2pNuVIkzxiZ0CoGYTjgMbFZ0YgBGw87QgLS3IqExpWtW9SxbXiyJxb5MnrkQ8EyC0Rxqts6KCWUsjNNAMNpHqJOAockDjq5p1jxLHYtyD44JoXcD3PcGQXCu+gdP6AUygfzJH9dnNQ7gnA1r0J4bF0M4Bgkt0JC09kmnuoBf+dR5Q+ia0Uxdy6d1rxnqjNVX8O0+FRBO7\/0QLSJwBFHlX2SY+RvfUrKR+bu9NGWDaEE9UFsX7NRJ64Y+O+Ba\/KuvW7uE8sFv\/j8HtOAn+WbBDQ9yCE3N+qXBN6SrWIaaiBsCuK4SE0QT6yhJzfRF\/9VQTerkm4YSxN0p55ppBUwsGpWIHaVXC6FOuWDHoY8a9WP5EXbpNgRFgOOcQByDwR8kwZoI\/gJtyA7I69fjSN2yoHbRVzSfGj5LUrQt+dj602lDI4KYKV5v5yAkQvk1L9ZST\/WSmDJ+7GQvKpnjUYL3ThiTGggS7VDikCwxd9V9HoYQKpvpmuFy3n8S0WU+rbiIFbRfCmjdR4HzA6IRfls5WyDYkz+b93LfmO3pnPQfudv4mEcYnd5ifKemIGUffBoKz0tSTtZwMwsfVAApTZFqL3kF8Z1NukuAQVVqSmmhYM2MI\/c09O9yuyG0oOjx6UAKfmn0Ue4WUX9N26tZrDt3p0S5xWLy5Pr8\/zU7dTizaOJWAx88PyXV\/1DIs2cD1Lj37Q2gu4Oi4TNo6ahJEIhjEtVNsNgIBAX8DDmvCozJs14h+o1wlMAp3CbK7FDC+1\/QzdF7TtYJqOEzbV3WcIJhn3MC1oDGGZhf5S9wGyj1c8flH1MNLbu1QeYXvDuXUHRllwP+rakxeZul7FzwupXedZdR7Dpw9nwovc7OKa5DoYPLRcVuq4puFbCXqe+6sxYnZsWSfe0cMVTZTWIKpd\/HOd986JEMqPHcSn5Wq11jpre7ueIm5Zs\/mIMwPJrQaRTczYumvssH\/ejQVL7mKa1MojeewoKMkmgjs733WAaTYoXFLbFJTQ16qlPKOJeT\/InmDRX0NZ2j1aUnHlJ0\/6ulHFtjp+3ex5Yq3+rY1Ojtnc6MbuyjubKwL4y32WBRaTGsQCVUM1TdgzYMIMGz6B6H0Ygc9mQ5lj73+nYfbrqAI\/hQIz4eih1854S922Y5Lz5HZ8QAyCKPoD+1aZlFNaDv\/RsMzig8tz2A7iCBnhD1I0oNZ55RCDlJ1pGJn6q+xP+r9TNEUqV7ydrNEwYv6GmPGQxO0Z+J5I7Uwme2B4iuwFNN2XPiRDDOaQSeFsoGx3UHrnQM5C7k9FzlqgObqCpZMT5m3FXlbMfl0V++kKWjWcqQVsKHer+Dx\/tj6BkFFcTziRzZxGHUozwsWYd81yN\/9rmV5m\/lQTjmiPhkge2xcQne9Dv8cQHZ\/F+BKUMnbhQk+rnONloblIdJtb2J+\/oPjCdKd10jt5jE\/0z8YGH8FX4Xy4tNb+v1swBfV9QseTT52AN9W9y+KcEny7F3uKK97G4\/eZZQdUWgu1dSotW7DVaIGONpjOyL9Zbj1Iq5lxk30ntw3NcnBlq4tMMBwOM471a2LzsUabt+RejHuG0f57Xr7RyyKMm6OQD++hvT88k5SQK06MNOG0sqhXCNWjrBXrzaoKLudnEd1+IWAFvdYM0djf7745A1rkTA\/d55YTgDIBHM7xKSiBNQbLvdYpsX05Gr0xs2g+SwwYjhJVqktHTlXk1+6NME0I8tEOUn63XsIDuqvJTzA27Xt7dJNLAiaMrdEeyk+Gyxa6e6CB8cDdUSKIr4cg6\/1o0U+TpactQkUjJ8gU5mFMo\/qNv2CNroIFUZmubClZqcDAa9MO0vohhHz4bm+Cr6bRMWG4dhSigmrpj9tDhb9sr42UwXBGYf07e5CY8xY8\/K7KFYtA4usmdFdxjvdaa5WDaZ2bZTpv88cKC0txbWKuawo2FSuAazWZ8x0Q3V89rO2IO0kX0nVJQ\/4QkZADot2pxeNBzrevSiXIAfLBz48COD5vrR4b01PXJ021BJj3Qjf1InbHDILxIFh8xU9Hp9X9MQNSIclqtyMOBJryEL0NNOeLmpuTKQDjgSjMkJTVU79+0xYVLTMRaCR7KT2U8S6imnXZ\/t7CsuSbAf1e3t0ZZSj1p4R+d4I79SN+ss8eW6QT+WTxPx0shBLDInjwaNvx9dO93XFVrFeLSe4WvrGt1G+QEw86u4nbgiutnj7n3oy7DyZNyYJDqde8ulyXep571gQA2o6GU\/MnIBCg5\/OA+Bsd2eq4V8bV3lttFHyH9VYy2J6rEqRtNsSC8w6G9qInjSejIsYgMDQ9lvJ3wtlgWl02PGx4f47zqVcn5SYd+vLWA2dEcZNkPpQkSlY33DDPKNQTQRlIg+X2uzU5CGUcuJpwsZT\/RTBBDSkpVfxVTePCRDF6n3w5tZ4elINGOHqrJlrS8UHU6mjxsnWysszkyJE4j\/ciG8YhpBlPDHR0PiQ34W4rOCHADzJOKfHDmzEUS8a505Uq2dXEwaGSTMikr+GyqAXXtW1i\/tJXqh17\/KJpv3Boo3OTaUP7Bc\/6d3QQ\/S0uWomlhQL3kVIwpc9qVQBdt7b0RVZLEbxBzz+taJJOl6ysx5MH0ie54T8hCONTryV36iI9s7u748dGvz9KeG093X8FBzUOW8JKMnL+\/A5j5caDxw6Z4p8AwEXxSde4C+JWboueBagD7VkSFUOReYUmZKMpnf5cmq+Wp6T+tu0Xvf+DyH6GFyX\/aNTdev4Kl80L0H\/GBlO9wd0NpJbBxD7\/u21AHifwcNqUI3gGMhDVeOVuyKxkzUrrHyGwIVIz3Hw2CxyHpX7StekE5gbl1spAz1xzGKm8S42C72KZO8s8EbFqcYGQpS4kbebUrQsccmYAE9mpYwIigvwAWqiGcvr9szBY4Gtq6n6d\/YDX0+C3rvNvn4eQPVeOCwb1drLtWKcUau+q0eDWgfLaUH42Rm6mItORm94DtRuF5teJ\/71svj8oAo+yZUO4zdC3dAyTpAWTFqBPX2qCpvZMburNPOSgHoWtwrR6+pzMKSM\/","iv":"ae329d323750b9d33a1a0fa9bcca905f","s":"0bdf12c6dedc4d47"}
Share your thoughts. Click here