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Avis Budget Group has revealed new independent research surveying 14,000 people in 14 countries across Europe highlighting a significant knowledge gap in consumer understanding around the future of mobility, with marked differences in awareness and understanding between countries and age groups.
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Capgemini's World Quality Report 2018 shows that customer experience is the top priority for quality assurance activities for the very first time, with automation and AI set to accelerate in the coming years.
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Stephane Zantain, Head of Customer Engagement, Europe, at Capgemini Invent, explains why customer engagement depends on being able to recreate one-to-one relationships despite complex touchpoints.
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