We surveyed over 8,000 consumers in four countries to find out why experiences matter more than brand promise.
In today’s battleground for Customer Experience (CX) we have crossed the tipping point. To help better understand how to win in CX, Medallia partnered with Ipsos to conduct a survey of 8,002 consumers in four countries across six industry sectors: online retail, offline retail, banks, insurance, hotels, and mobile network providers. The study reveals that experiences matter more than ever and have even become more important than brand reputation.
Watch this video to learn why business is being built and broken through customer experience.
Explore highlights and key stats from the study.
View the places CX outpaces expectations and increases loyalty in the U.S.
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