Earlier this month, InMoment released our 2017 CX Trends Report. The objective of this annual exercise is to examine various areas of customer experience (CX) from both consumer and brand perspectives to determine where these groups are aligned, and where there are disconnects. Last week we held a webinar, during which my colleague James Bolle, who heads up our UK office, and I went into detail surrounding some of the report’s findings. We also talked about what these findings....

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