digital customer experience — Industry Insights, Data, and Solutions For Business Leaders

80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging Platforms by 2025, Predicts Gartner

Initially service organizations focused on websites for desktop users, shifting to mobile app experiences with the proliferation of smartphones and tablets. Despite significant investment and promotion, most have failed to gain strong customer adoption of their service apps and will increasingly retire mobile app experiences in favor of messaging.

Future of WorkMelissa FisherJanuary 14, 2021Customer behavior, digital customer experience, Digital Optimization, Digital Transformation, Digital Customer Engagement

J.D. Power's Jim Miller Describes the Critical Role of Digital Customer Experience Transformation in Retail Banking Environments

As digital channels increasingly displace traditional brick-and-mortar access to financial transactions, customer experience (CX) management and transformation is becoming a critical capability for large financial institutions, says Jim Miller, Vice President of the Banking and Credit Card Practice at J.D. Power, in an interview for journalists.

Airrion AndrewsOctober 4, 2018J.D. Power, digital customer experience, CX, Digital Transformation