Fixing the fundamentals: Understanding new business models and opportunities

Study: From prioritizing products to prioritizing customers and outcomes

A global study of more than 1,700 business executives and 12,500 consumers explores the critical inflection points that impact business objectives and the ‘moments of service’ that are frequently overlooked—stifling business growth.

  • The ‘2020 factor’, globally, 90% of respondents are changing their customer experience processes to retain customers
  • 37% only act when urgent action is required and only 14% proactively plan and implement changes in the short and long term
  • Only 18% have recently worked on assuring a frictionless customer experience

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