Whitepaper: The Death of Personal Service - Why Most Retailers are Making Consumers Responsible for Their Own Customer Experience

This whitepaper is the first in a series of Empirix-sponsored papers on the evolving relationship between consumers and large institutions in sectors such as retail, financial services, telecommunications, media and utilities. The research program examines the tradeoffs between efficiency and customer experience management. It concludes that in these sectors, one way forward is to give customers the tools to manage their own experience.

This paper focuses on the retail sector. To read the complete report, simply complete the brief form below