Two-years into the pandemic, the psychological contract between employees and employers has been changed forever. The changes in the way individuals work have not only changed their expectations, people are actively looking to join organisations capable of addressing their unique needs.
More customers are prioritizing experiences above all else when picking between brands. As a result, closing the customer experience gap – the difference between what customers expect from their experiences, and how well a brand believes they are meeting these expectations – only becomes more critical. After all, studies continually show how delivering top-notch marketing, care, and commerce experiences at all touchpoints, while always putting customers’ needs first, can significantly impact your bottom line.