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1、1GlobalConsumerTrendsIN PARTNERSHIP WITHIN PARTNERSHIP WITH2For the last three years,the focus for many companies has been on accelerating digital transformation.They had to their very survival depended on it.And some of the moves they made set a new bar for customer experience that will hold for de

2、cades to come.But in the rush to digitize everything,and drive operational efficiency,many companies left their humanity behind.And now,theyre paying the price as consumers demand deeper,more human connections with the companies they buy from.2023 is the year to re-balance the scales and bring the b

3、est of digital together with a renewed effort to connect,on a human level,with customers.Because when consumers are being forced to make tough decisions about where they spend their money,its the ones they have the greatest connection with that will win their loyalty,attract new customers,and contin

4、ue to grow.We spoke to more than 33,000 consumers in 29 countries around the world to find out what businesses need to do to win their loyalty.The answer?Act more human.In this report,well explore where businesses have improved over the last 12 months,where they still have a way to go,and set out a

5、roadmap for how you can rediscover a connection with your customers at every touchpoint,both in-person and online.2023 the year businesses rediscover the human connection3Meet the expertsBruce Temkin Head of Qualtrics XM InstituteJuliana Smith Holterhaus,PhD XM Product Scientist,QualtricsIsabelle Zd

6、atny XM Catalyst,Qualtrics XM InstituteFatima Al-Dahwi CX Senior XM ScientistTalia Quaadgras Senior Research Associate,Qualtrics XM InstituteMoira Dorsey Principal XM Catalyst,Qualtrics XM InstituteTerry Anderson XM Product Scientist,QualtricsSarah Alio XM Product Scientist,QualtricsLonie Brown XM P