A panel discussion with Citizens, Ipsos and Medallia

Digital channels are embedded in nearly every brand experience. Customers often build their first impressions of your organization on your digital channels - and that’s where they decide whether to spend their money with you or leave. That’s why brands are investing heavily in new types of interactions across their digital channels in order to deliver best-in-class experiences that drive business growth.

However, there remains a significant disconnect between customer expectations and their actual experiences. For example, Medallia research shows that 50% of unfulfilled visits are due to the fact that websites did not have what customers were looking for, demonstrating a troubling gap between customers and organizations. To bridge this gap, top brands like Citizens are exploring new ways to leverage digital channels, as part of a broader omnichannel journey, to create a competitive advantage and a mechanism for growth.