Crate & Barrel on experience gaps: why they occur and how to close them
Qualtrics
MAY 2, 2019
For Crate & Barrel’s Joan King, VP E-Commerce , she uncovered gaps in her company’s service when she stepped into her customers’ shoes and set out to buy a new sofa. But none of this makes a difference for the customer experience. Omnichannel journeys breaking down.
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