Customer experience is now a business imperative, grounded in customers' changing needs and expectations. This, combined with the challenging economic situation and the remarkable changes of the last year, has resulted in a complex ecosystem of fierce competition and customers who demand more. 

Through comprehensive market research with organisations getting it right, we've been working with Ipsos Mori to really understand the fundamentals of customer experience, including:

  • What are customers truly seeking from their service providers and what’s important to your organisational success?
  • How do you underpin this by adding value and creating end-to-end experiences throughout the customer journey?

This whitepaper explores the initial findings to understand some key constructs behind positive customer experience. The research considers the two core pillars underpinning customer experience and the key characteristics that run across these.

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