Exclusive: Havas CX Releases X Index on Important Factors for Customer Experience Success

It tracked shifts in consumer focus during the pandemic


Havas customer experience agency Havas CX has published the results of its first X Index survey, conducted in partnership with research institute OpinionWay, gauging customer experience efficiency.

“Havas found there was no way to assess how well brands and industries are performing from a CX [customer experience] perspective across a customer journey. Other companies are doing a general assessment of CX, but no one is analyzing CX across the entire customer journey. So, we developed a proprietary study to help bridge the gap between brands and consumers,” Havas Creative North America CEO Stephanie Nerlich, who took on the chief executive role after Paul

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