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In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Blog: Forrester BPM Center of Excellence

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

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