Forrester has announced its U.S Customer Experience Index 2020, along with a report on how brands build loyalty through the quality of their CX. Report author TJ Keitt notes that after several years of little to no gains, 27 percent of the 250 brands across 14 industries that the index tracks saw improvements to their CX scores. Additionally, nine industries improved their score averages.
Continue readingCOVID-19’s Impact on Marketing Spending—and the Channel Unlikely to Be Affected
Spending on marketing since the COVID-19 pandemic lockdown began has dropped across nearly every channel. According to a report from Winterberry Group, the predicted reductions in marketing spending for Q2 2020 range from 10 percent to 75 percent.
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Ginger Conlon 