Consumers are more demanding and show less patience in the fulfillment of their requests. But when you get your customer experience right, the rewards are very stimulating; 89% of customers are likely to make another purchase after a positive customer experience. Based on market insights and on the experience of over 400 projects Gen25 delivered, we defined 4 criteria which together form a winning customer experience; easy, fast, personalised and connected. To put this knowledge into practice, we designed a new CX and technology model which easily connects these 4 factors to technology to create a winning offering and growth.

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