who make a point of
Source: The Value of Experience. Harvard Business Review Analytic Services, May 2021
buying experiences
70
buying from consumers
GREAT
The share of
businesses that provide
%
The share of
who plan to
invest more in
79
%
within two years
contact center leaders
Source: From cost center to experience hub. Tapping the potential of customer service to help drive business growth. Deloitte Digital, June 2021.
AI capabilities
The share of
30
%
in the future
who plan to
consumers
Source: Customer Experience Mindset in A Post COVID-19 World. Forbes, April 2020.
shop more online
Source: How covid-19 is boosting innovation. The Economist, 2021
launched customers
5
and companies
the pandemic crisis
Source: The COVID-19 recovery will be digital: A plan for the first 90 days. McKinsey, May, 2020.
FORWARD
The number of years
in digital adoption
Source: How covid-19 is boosting innovation. The Economist, 2021
Explain
