Customer experience and digital
“Empowered customers are on the move: 40% of consumers have a high willingness and ability to shift spend, with an additional 25% building that mind-set.”
Customers who experience disgust, anger, or a feeling of neglect during a brand interaction are about eight times more likely not to forgive that company.
AI investment will triple. “Vendors that are already embedding components of cognitive computing capabilities into their solutions — such as Adobe, Google, IBM, Persado, Salesforce, and Squirro — will prosper.”