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How Customer Experience is Shaping the Future of e-Commerce

“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.

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