The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless. To understand the....

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