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Delivering The Customer Experience Promise
If we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds
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Food Delivery oCX Report
Summer 2023
This report offers an AI-based analysis of 350,000 customer reviews from 2023, covering the top 80 brands worldwide, including DoorDash, Uber Eats, Just Eat, and Grab. It introduces the Observational Customer Experience (oCX) score, an objective metric to quantify customer reviews. The report features leaderboards across service quality, ease of use, and delivery time, and explores cultural and local trends in food delivery experiences in North America, Europe, and Asia.
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Seeing is believing
Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.