Excellence continues to elude
In the 2019 edition of the CX Trends Report, InMoment surveyed both consumers and brands to understand the alignment and disconnects in how well or poorly customer experience is delivered.
The results are compelling - from the reliance brands are placing on their customers’ advocacy and opinion, to the underappreciated influence of ‘non-buyers’, this year’s trends reports reveal some crucial areas in which many brands require improvement.
Other trends include:
- The changing attitude about what's deemed listening to customers vs what's considered lurking
- The rising importance of corporate social responsibility in the eyes of both customers and employees
- The divergence of the definition of loyalty