Thought Leadership – By Dave Rothstein, RTi Research Customer experience can be defined as the customer’s perceptions, opinions, and feelings developed through the cumulative effect of their interactions with a brand or supplier. So it will take time to change opinions that have perhaps been formed over a long period of time during which people have become accustomed to a certain level of engagement (or lack thereof). It will take effort. But there’s no doubt that as an industry, we have ways and means to accomplish the goal. The question is whether we have the will. I hope so. Dave Rothstein RTi Research GRBN Global Trust Survey 2020 - Global Report © 2020 GRBN 9