The Big Themes:

• Digital transformation is off the charts: But is the customer experience any better as a result of all this digital transformation?
• Poll this week with my inner circle: Over half said customer service in the past year since COVID-19 is worse – with 14% saying much worse.
• Starbucks experience used to be a place of relaxation: Now you’re greeted with 15 rules before you walk in the door. You get your overpriced coffee, and you waited in line for 10 minutes and you can’t even sit there to drink it.
• B2B Services are improved – particularly with IT consulting services: This reflects better customer experiences where so much is delivered remotely.

The Big Quotes:

“It's that final mile that you go, that they truly are going to remember and create that loyalty that, that in the end, it's going to truly benefit your company.”

This episode is brought to you by BMC Software.

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