Technology has redefined the way businesses deliver customer service. From self-serve kiosks to mobile apps, technology has provided customers with more ways to interact with brands. For companies, this makes delivering on their brand promise and customer experience (CX) more complex. Gone are the days of solely managing CX in-store. Customers expect effortless, exceptional experiences across all channels - and brands must ensure they consistently meet those expectations, or they will fall behind their competitors.
This technological evolution isn’t going to stop any time soon.
“Change is coming. Change is inevitable.” - Cameron Watt, President & CEO, Intouch Insight
A Walker study predicts that by the year 2020, brands will compete primarily on the basis of customer experience. This means brands need to get ahead and start measuring and managing CX across all channels, so they don’t end up with a disconnected experience in an omnichannel world.
In the video below, Intouch Insight President & CEO, Cameron Watt, discusses how this technological evolution is impacting customer service for quick service restaurants (QSR) and convenience stores. The presentation reveals the results of a study performed by Intouch evaluating the customer experience of mobile apps for third-party QSR delivery services like Uber Eats, and the proprietary apps of QSR and convenience brands. The study measured three categories:
Watt also reveals the results of Intouch’s annual convenience store benchmarking study performed in partnership with CSP Magazine.
Watch the video to learn:
NPS scores for the mobile app experiences of some of the best-loved brands in the third-party food delivery, QSR, and convenience store industries
Areas in need of improvement
Areas of excellence
What catapulted Rutter's, this year’s winner of the Intouch-CSP study, to success
Webinar: How Retailers Can Drive CX Excellence With Store-Level Execution
Learn how this year's Intouch-CSP Award, Rutter's delivers on their brand promise.