Forrester data shows US CX quality rising for first time since 2021

Forrester data shows US CX quality rising for first time since 2021

Aug 3, 2026
Forrester Blog SaaS HoarderSH Research_benchmarks

The Gist

  • Emotional connection drives 62% of CX improvement
  • B2B sectors lag B2C by 14 satisfaction points
  • AI chatbots now handle 33% of tier-1 support without escalation

RevBots.ai View:

SaaS Hoarders adding chatbot band-aids are missing the emotional design requirements for real CX gains.

Full Story: Forrester Blog →