InMoment：2017年用户体验趋势报告（英文版）

We just talked to 10,000 brands and 20,000 consumers around the world about customer experience (CX).

In particular, we were curious to see what brands and consumers thought about emotion and personalization, and how that weaves into CX. Here are just a few of our findings:

• 38% of consumers associated the emotion “satisfaction” with positive brand experiences and 40% of consumers chose that same emotion to describe