From the chaos of Covid has emerged a new paradigm for customer loyalty. This includes renewed value of a company’s position on social issues, particularly amongst Gen Z, as well as the increasing influence of contact centres in driving loyalty and retention.
Based on two surveys of 650 customer experience professionals in ten countries, including Australia, as well as 5,513 surveys of consumers across several generational cohorts, this report provides a crystal ball perspective for organisations wishing to deepen customer stickiness and, in doing so, increase profitability.
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