According to the Customer Experience Index of Forrester, results of european leaders are still poor as they remain driven mainly by efficiency and not by emotion. In the UK, top 3 leaders belong to financial services Industry whereas in Germany Top 3 leaders are an online drugstore and 2 banks.
What does that show ? That Customer Experience leaders (except Amazon) are not in retail and e-commerce. The French top 13 do not include any department store company but 3 specialists in Beauty retail : Yves Rocher, Sephora and Marionnaud.
