Demonstrating integrity and empathy as more interactions moved online amid COVID-19 defined the top-performing firms ranked by consulting firm KPMG in its U.S. Customer Experience Excellence Report.
Based in New York, KMPG launched the report, titled New Reality, New Customer Relationship, on Monday. The research took survey responses from more than 11,000 customers and matches them against six different ‘Pillars of Excellence. Besides integrity and empathy, the pillars include
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.