The IBM 2017 Customer Experience Index (CEI) study finds that brands need to work harder to meet consumer expectations.
To avoid being marginalised to commodity status or, worse, disappearing from the landscape altogether, brands must adapt to and capitalise on disruptive forces impacting the consumer industry.
Specifically, they should focus on meeting consumers where and how they want to engage, adapting business models to limit the disruptive impact of new market players, and embracing technology that enables experience innovation.
Leading brands will need to move beyond a “fast follower” mentality to survive in today’s lead or lag world.
So where does your industry currently rank? Are you a CX 'leader' or a 'laggard'?
Find out in this report.
To compete in a world where consumers expect to be treated as individuals, customers want to feel as if you know them personally and that you have their current interests, needs and wants at the heart of your messaging. A satisfying shopping experience must also be beyond the notion of separate 'channels': customers should be able to interact...
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