Cyara

Cyara Customer Experience Assurance Platform

Analyst Report: US Customer Experience Index Rankings, 2024 by Forrester

CX Quality Drops to Historic Low

“Average customer experience (CX) quality in the US declined for an unprecedented third year in a row and now sits at an all-time low, according to Forrester’s Customer Experience Benchmark Survey. An unprecedented 39% of brands and 10 industry averages declined. What’s more, performance dropped in all three dimensions of CX quality — effectiveness, ease, and emotion.”

Read Forrester’s detailed observations on CX trends:

  • Declines at the brand level were broader and steeper than ever.
  • Industry-level declines were also broader and steeper than ever.
  • Even elite brands struggled to maintain their status.
  • Effectiveness and ease hit new lows, while emotional quality languished.

This report reveals the Customer Experience Index (CX Index™) scores of all 223 brands across 13 industries. CX leaders can use this report to inform their ongoing improvement efforts.

Download the report now!

Download the Report
Forrester Report-US CX Index Rankings, 2024 tile

Cyara product wheel-Transform, Monitor, Optimize, Connect

Cyara Agentic Platform

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.