Customer Experience & Loyalty

Research shows that customer service is the next brand differential, and by 2020 will overtake price and product. However 90 per cent of companies do not have an embedded strategy for customer experience. This report investigates how personalisation, securing ROI from social media, optimizing for the omni-channel and effective big data analysis can help brands to maximize loyalty from this generation’s empowered, digital-savvy consumers.

In this report