And they blame customers for their CX failings
A study from cloud-based experience intelligence firm InMoment has identified a number of practical opportunities for brands to step up when it comes to customer experience (CX). In fact, study noted some concerning - and in some cases utterly shocking - attitudes that are infecting some companies' whole approach to customer relationships.
The study found a 78% gap between the number of brands that say they are "definitely" doing a better job of delivering excellent experiences and what customers report. And when asked how much responsibility customers have in creating better experiences, 40% of brands said that customers are very responsible, with an unbelievable 12% claiming customers are solely responsible. Customers on the other hand, see improvement as a shared endeavor.
The 2019 CX Trends Report surveyed both consumers and brands in the United States and revealed five troublesome trends, as well as important takeaways, to help brands move beyond the mistakes and realize the massive potential of well-executed customer experience.
The trends include:
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