The advent of more knowledgeable consumers, digital platforms and sky-high expectations has forced organisations to enhance customer experience to maximise loyalty. Yet 82 per cent of companies think their customer experience programmes are failing or underperforming. This report highlights the customer experience game-changers from three bosses in the know, the rise of mobile wallets to the neuroscience behind brand love. It also outlines how to keep customers happy and lists the UK leaders in customer satisfaction

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