PRESS RELEASE: A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX Trends Report reveals how consumers and brands prioritize various aspects of the customer experience, examining where they are aligned, and where disconnects exist. In an additional set of annual benchmark questions, InMoment data scientists explored the areas of emotion and personalization. Continue reading Brands Underestimate Emotional Impact of Breaking Promises →

PRESS RELEASE: As global leaders gather at the World Economic Forum this week to discuss challenges facing the world in 2017, new research from BMC reveals that workers are placing more responsibility on employers to enable them with the skills required to be successful as they face massive changes being brought by the digital economy. Continue reading 88 percent of employees place responsibility for creating innovative cultures on employers →

PRESS RELEASE: Consumers believe current retail apps are failing to deliver the high quality and interactive mobile shopping experience they demand, according to new research. Despite a third of UK consumers admitting to downloading more retail apps in the last 12 months than they did in the previous year, just 40% said they were satisfied with the current offering. Continue reading Retail apps failing to meet consumer expectations, research finds →