Industry Insights

Podcast: The 2017 Customer Experience Index

customer experience index

2016 may be a year to forget, ripe with digital disruption inside of the Retail and CP industries and uncertainty in our world outside of the Retail and CP industries.

In light of all of the uncertainty, customer experience is top-of-mind for retailers and CP brands moving into 2017, and IBM Consumer recently launched a study — the 2017 iteration of the Customer Experience Index (CEI) study — to get a fresh look at how retailers and brands are catering to customer expectations.

About a month ago, I had a chance to chat with Simon Glass and Greg Tolman of IBM — both of whom are heavily involved this year’s iteration of the study.  The dialogue highlighted the study, why the study should matter to retail and CP brands and how they can leverage the findings.

To hear that conversation, click the Play button on the SoundCloud link below or read some of the dialogue highlights just below that link.

Also, be sure to hear more about the 2017 CEI at the National Retail Federation Big Show You can get a sneak peek at the findings from the study on Monday, January 16 from 10:15 to 11 a.m. in Hall A, Room 1A 06. Having seen many of the findings, I know that this study will provide a valuable benchmark for companies in consumer-facing industries as we move into 2017.

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