“No matter what industry you’re in, you’re being measured against the best customer experience a consumer has had in any environment,” said Andy O’Kelly, chief architect at Irish telecommunications operator Eir.
He was speaking as part of a panel discussion titled “The Future is Dominated by Customer Experience,” at the latest installment of Dublin Tech Summit, held Apr. 17-18 at the city’s convention center.
And companies that fail to deliver risk losing business: a recently released PwC report found that 59 percent of U.S. consumers will walk away from a brand or product they love after several bad experiences; 17 percent will do so after just one.
