- Experience tenets are at or above the 50% mark – consumers are more critical when things are broken or don't meet their expectations.
- Scores increase with consumer age – P50-64 have the highest consumer experience scores which is largely driven by “Know Me and Respect Me”.
- Consumers desire personal service but also crave human interaction – three in four want personalised service but two in three can be delighted by automated interactions.
- The most exciting human innovations enhance real life interactions – top ranked experiences include enhancing hotel, museum and arena visits.
- Addressing needs – either...
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