PEAKS AND CX

摘要

What does research into customer experience tell us about how companies should deal with peaks? Dave Berridge, secretary of the Automated Material Handling Systems Association (AMHSA), takes a look. According to recent research from the US, customer experience (CX) is growing in importance in terms of differentiating brands. The report - from the Council of Supply Chain Management Professionals in association with BluJay Solutions and Adelante SCM - surveyed over 400 supply chain professionals across manufacturing, retail and logistics service providers. It found that 61% 'agreed' or 'strongly agreed' that customer experience will overtake price and product as the leading brand differentiator in the next five years. Only 22% 'disagreed' or 'strongly disagreed', with the remainder being neutral.