The customer experience evolution: Today’s data-driven, real-time discipline
IBM Services
FEBRUARY 12, 2024
For example, McKinsey found that 50% of consumers reported they would switch brands if their preferred brand was unavailable due to shortages. Before globalization, it was more difficult to purchase products from far-flung locations. Brand loyalty, already on the wane, became even weaker due to the pandemic. Customer needs changed.
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