A new IPA report investigates the complexities and tensions surrounding Customer Experience to provide a four-step framework and a new formula to unlock the value of this significant area. The report was launched as part of the free, virtual IPA-led EffWorks Global 2020 Conference by report author, former Samsung analytics expert Nick Milne. Customer Experience is complex, but the ‘Positive Brand Friction’ report demonstrates that getting Customer Experience right is increasingly key to unlocking the growth potential of many organisations. According to the findings, when managed effectively, it delivers value and distinctiveness…
Read MoreNew IPA report reveals formula to maximise value of Customer Experience
