Experience Evolution: Staying Ahead of Customer Expectations Through 2030 and Beyond

Customer satisfaction has always been a fast-moving target, with smart advanced technologies and changing demographics driving the creation of new experiences for digitally savvy consumers. It’s a challenging task – in fact, recent research shows that few customers believe many brands deliver a high level of customer satisfaction.

This report gives all executives strategies to digitally transform - while keeping customers at the center of the business. It underscores SAS' belief that while technology solutions are at the core of CX transformation, companies need to also create the right operating models and have the right talent in place to succeed at CX – during both stable times and uncertain ones.