Researchers from Criticaleye's Affiliate, Henley Business School, spent approximately 34 hours with 40 respondents discussing customer experience in-depth in Business-to-Business (B2B) and Business-to-Consumer (B2C) environments.
The study was not limited to a particular industry sector but adopted a cross-industry approach into answering the question "what makes a great customer experience?" This paper is the result of that research.
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