InMoment：2019年英国用户体验趋势报告（英文版）

For our 2019 UK CX Trends Report, InMoment surveyed both customers and brands to better understand the alignment—and disconnects—in how well customer experience is delivered. We found that there is a HUGE gap between the two perceptions that brands needs to close on.

One big red flag was the mismatch in how companies and customers responded to whether brands are getting better at delivering an excellent customer experience versus just completing a transaction. A staggering 3