Experience is Everything finds that in an age of chatbots, digital payments, artificial intelligence (AI), the Internet of Things (IoT) and Big Data, companies need to work harder to strike the right customer experience (CX) balance.
Two thirds of consumers surveyed by PwC feel companies have lost touch with the human element of the customer experience. Three quarters saying they want more human interaction in future, not less. The findings come in a new international survey by PwC of 15,000 consumers across 12 countries including the US, UK, Argentina, Australia, Brazil, Canada, China, Columbia, Germany, Japan, Mexico and Singapore.
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