Our CX Trends data featured in this eMarketer article reminds brands to be aware of the brand promises they are extending to customers both in-store and online, as well as the deal breakers regarding these promises: “Nearly three-quarters (74%) of internet users surveyed by customer experience firm InMoment said that a disappointing interaction with staff—whether it’s a poor attitude or lack of knowledge—is a leading reason why they would consider a brand experience a negative one.”