It’s been decades since the term "the customer is always right" placed customer experience (CX) at the heart of every transaction, but delivering excellence in CX hasn’t become much simpler with the passage of time. Customers effectively expect businesses to read their minds, and they don’t have much patience for those that fail. A recent PWC survey concluded that one-third of consumers would abandon a brand they love after just one negative experience, showing just how high the bar is set for CX. COVID-19 pushed the needle a long way in terms of customer expectations. The massive acceleration in digital… [Continue Reading]
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