You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 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.

Today, I’ll share some of PwC’s 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...

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