Brands need to do a better job connecting with customers in several key touchpoints.
Thats according to a new study from customer experience platform provider InMoment. Data from CX Trends 2019 reveals that 50% of brands believe they are definitely doing better at delivering an excellent customer experience, but only 11% of consumers agree.
The study also identifies five specific customer experience trends that demonstrate a disconnect between brands and customers, and offers recommendations on resolving them.
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