CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and services, and treat employees better. Misleading and false statements amplified by internet technologies further damage trust. In this episode, Principal Analyst Ryan Hart joins us to discuss this trust crisis and our predictions for how smart companies will respond in 2018.
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