If you happen to check-in on my blog posts regularly or read my books, 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.
In this post, I’ll share some of PwC’s findings from their 2020 Retail Marketplace study, which has broad implications beyond the retail sector.
Speaking of communication, I’d love to talk to you as you seek to address the drivers fueling customer expectations in 2020 and beyond, simply use my effort reducing technology and we can schedule a conversation that doesn’t require you to enter the walls of my building.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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