Adobe Experience Index (US): Consumer Experience Expectations Score & Insights

Executive Summary:

  • Digital Experiences have a long way to go
  • Regardless of age, consumers agreed on the ranking of the Experience Business tenants
  • Consumers are highly likely to appreciate personal service but much less likely to expect that service from a human
  • Improve everyday situations (driving or shopping) versus occasional interactions (government) is the way to go
  • Delightful new digital experiences become expected quickly

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Digital Transformation