What actions will have the greatest impact on your customers?

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. In-depth interviews During the in-depth interviews we asked what companies are doing to prepare for the...

Continue reading

The post What actions will have the greatest impact on your customers? appeared first on CX Advantage.

The Objectives, Hypotheses and Design

The year 2020 is right around the corner. Are companies prepared to meet future customer expectations? What progress have they made? What work is still needed? These are some of the questions that prompted the progress check on Customers 2020, Walker’s 2013 groundbreaking report that predicted future customer needs and discussed what companies and customer...

Continue reading

The post The Objectives, Hypotheses and Design appeared first on CX Advantage.