Simplr mystery shopped over 1,000 brands in 2020 to learn more about where brands and retailers are excelling and falling short in meeting the CX expectations of today’s NOW customer. What we found was that many companies  have costly gaps in their online CX, and that customer neglect is a problem that’s being, well, neglected by a lot of brands. . But not all brands struggled… We also found examples of exceptional CX, with a number of companies excelling with responsiveness, reliability, and relatability across multiple channels. 

In this session, you’ll get an inside look at our key findings from our 2020 mystery shop efforts and hear from CXers at brands that earned top scores for  delivering exceptional experiences for their customers.