益普索&Medallia:客户体验临界点

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Medallia_Ipsos_The_Customer_Experience_Tipping_Point.pdf

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日前,益普索联合Medallia发布一份最新报告《客户体验临界点》(The Customer Experience Tipping Point)。客户体验(CX)是当今经济中公司的关键战场。然而,这是许多公司挣扎的战场。我们帮助他们获胜。先进的技术和赋权的消费者已经创造了一个转折点,CX已经成为公司的成败时刻。

为了帮助公司更好地了解他们需要做什么,Medallia与益普索合作,根据美国,英国,法国和德国的8,000多名消费者最近对六个行业(在线零售,线下零售,银行,保险,酒店和移动网络提供商)的研究,对积极客户体验的需求尤其明显。美国在所有六个行业中都处于高位,美国消费者对个性化体验,实时响应以及与现场代理聊天的能力的预期远高于欧洲。


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