< McKinsey "The learning organization: How to accelerate AI adoption"

Declining CX Scores Aren’t a Crisis — They’re a Wake-Up Call

slippage in industry CX benchmarks suggests that companies need to focus more on upping their performance, not abandoning the game.

---

Customer Expectations Tend to Rise, so the Bar for Excellence is Constantly Climbing. In a world defined by the “convenience economy,” the customer’s threshold for acceptable service constantly escalates and any friction is a nuisance....

Read the whole article here

---