Where has the past decade led us?
Customer experience in the US has seen significant evolution over the past 10 years due to technological advancements, shifts in consumer expectations, and broader societal changes:
- Front office digital transformation - Digital-first experiences rapidly increasing
- Personalization – The increased use of customer data and AI leads to personal service
- Customer empowerment – Expectations rising for self-service options and transparency
- Social and environmental consciousness – Consumers are gravitating towards brands that align to their values
- Seamless omnichannel experiences – Integration across all customer touchpoints is essential
Our report explores a decade of trends and what to expect in the next wave.
