The digital landscape is becoming increasingly complex for customers and companies, and customer expectations around seamless omnichannel experiences are rising. In light of this we polled 1,000 UK consumers to examine how digital experiences are impacting customer relationships.
Amongst other fascinating insights, the research reveals a direct correlation between high levels of customer effort and low levels of trust. As we explore in the following report, this has potentially huge implications for organisations in the build-up to the General Data Protection Regulation (GDPR) as well as wider commercial ramifications.
But importantly, the research also surfaces a number of opportunities for organisations to build trust with their digital operations, that can encourage customer data sharing and in turn enable brands to deliver improved customer experiences.