Executive summary

The 2017 Barometer combines sector-specific insights with findings from our pan-industry research, enabling us to form clear insights on the opportunities and challenges faced by leaders. Set against a backdrop of exponentially-increasing customer expectations, there is an increasing gap between the willingness of firms to respond to change and their ability to take action.

In our Barometer on Change report we have identified one trend that has grown to be significant across all sectors: meeting customer expectations – whether those customers are other businesses, domestic consumers, or even patients.

Key Insight

Innovate, Collaborate, Engage

Challenging customers?

The pressure for organisations to meet customer demands is at a five year high. With new technology and innovation, customers are now receiving better products and services than ever before. This introduces new risks and opportunities as customers are becoming exponentially more demanding – what was once exciting is now expected.

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The challenge

80% of companies believe they deliver good customer service, but only 8% of customers feel they receive one

Harvard Business Review: Understanding Customer Experience

Barometer on Change 2017

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The pressure for organisations to meet customer demands is at a five year high. With new technology and innovation, customers are now receiving better products and services than ever before. This introduces new risks and opportunities as customers are becoming exponentially more demanding – what was once exciting is now expected.

Download the report

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