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Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

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75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022

SmartKarrot

In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.