Customer Experience 2016: Trending Positively Towards Personalisation and Transparency

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A preview into the customer experience landscape of 2016 with recommendations and clarity on alignment and divergence between consumers and brands.

For the insights, feedback and experience trends were considered and rated by brands and consumers, and open-end comments were studied to pull meaningful stories and insights from the data.

Key points in this whitepaper include:

  • A rising tide of consumer positivity
  • Upping brand optimism to close the perception gap
  • Where brand interactions break down
  • Customer conversation is king
  • Trend rankings for 2016