Medallia’s latest market research highlights how digital experiences significantly impact customer decisions, with 58% choosing a brand based on app or website quality and 51% abandoning brands over poor digital experiences. Data security, malfunctioning pages, and navigation issues are top deterrents. Satisfaction and NPS scores drop sharply when issues occur, especially if unresolved—leading 40% of users to switch to competitors. Mobile apps are favored for their convenience, especially by frequent users, and are preferred across most experience attributes. In-store mobile features and AI-driven interactions are also gaining strong consumer interest.

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