The Consumer Experience Puzzle

What do consumers want? How do executive teams plan to deliver a ‘great’ consumer experience and get the benefits of more referrals and better consumer engagement? The recent;Qualtrics 2025 Consumer Trends report provides a few clues.

First, consumer expectations are low—and aren’t being met. Consumers are looking for the basics, and they cite service delivery issues as the main problem (46% of respondents), followed by communication problems (45%) and negative employee interactions (39%).;

And executive teams should think twice about promoting investment in AI as their approach to solving their consumer experience problems.;According . . .