Orchestrating the connected customer experience

This year’s study reveals a general downward trend among all of the Six Pillars of Customer Experience Excellence - in a market which has historically grown year-on-year, this decrease could indicate that customers are now expecting brands to continuously invest and deliver improved experiences which are above last year’s norms. This marks a new level of maturity on the market and challenges brands to up their game and reposition their experience taking into account new customer expectations.