Technology playing starring role in better customer experience, claims report

Technology is becoming a more prominent aspect in shopping and dining and its success, as well as failure, is impacting the customer experience.

Overall new technology is raising the bar on customer experience, according to a new Boomtown report. Nearly half (46 percent) of those polled claim a positive experience is due to good technology and that is leading to greater brand confidence, according to a press release.

Negative customer experiences, resulting from poor technology, can hurt brand confidence and mean fewer visits to a retailer, noted 28 percent of those polled. The research surveyed 1,033 U.S. consumers.

"These findings confirm that the digital transformation of the consumer experience is fully underway and that businesses — from small, regional shops or restaurants to national, consumer-facing chains — must invest in their technology to court and keep consumers," said Alfred 'Chip' Kahn IV, CEO and founder of Boomtown, in the release.


Topics: Customer Experience, Technology, Trends / Statistics


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