For the past three years, InMoment has conducted a study examining how customers and brands prioritize essential elements of CX, as well as exploring emerging trends.
In this on-demand webinar, Brennan Wilkie, InMoment’s SVP of Customer Experience Strategy, provides a sneak peek into some of these findings, including a special look into brands’ personalization efforts and the emotions of consumers:
“Despite all the talk about exceeding expectations, our customers’ wants are quite basic. They simply want what they believe you, as a brand, have promised them. When there is alignment between your brand promise, the customer expectation, and the customer experience – customers are happy.”