Podcasts Other Customer Experience University - Winning Loyalty & Engagement One Customer at a Time 2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

Published: Jan. 16, 2020, 2:53 p.m.

You probably know I\u2019m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way \u2013 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use their global research on consumer expectations for human care and technology deployment.\nToday, I\u2019ll share some of PwC\u2019s findings from their 2020 Retail Marketplacestudy, which has broad implications beyond the retail sector. In that research, PwC identifies a number of key drivers affecting customer expectations today...