Research Paper:
Managing The Fragile Customer Experience In The Information Age.

Technological advancements have changed the way businesses, in every sector, communicate with their customers. The proliferation of technology, easier access to information and the sheer level of competition has divided consumers’ attention as their options increase. Technological advancements have changed the way businesses, in every sector, communicate with their customers. The proliferation of technology, easier access to information and the sheer level of competition has divided consumers’ attention as their options increase.

Download this exclusive report to discover the findings of research commissioned by Engage Hub, which surveyed over 2,000 consumers in the retail, mobile network operator (MNO), and financial service (FS) to find out where brands are falling short and where they need to be more proactive rather than reactive when it comes to customer engagement.

Key findings from the report include:

  • Good customer experience is getting worse, with one in five (22%) indicating that the standards have declined
  • Over half (52%) of consumers believe retailers and 42% the Financial Services sector could improve the customer experience by being seen to take feedback on board better
  • Technology, another key area assessed, is seen to be having a positive impact on the customer experience and there are more detailed recommendations for how it can be deployed effectively in this report.