Announcements

  • 2019 CXMB Report Now Available Online

    By: Emily Cowan Emily Cowan , 6 years ago
    KIA members: Would you be surprised to learn that just 35% of consumers think brands are meeting their customer-care needs and expectations? Or that over the past year customer satisfaction with the multichannel experience has dipped from 57% to 38% - an all-time low? These are just a few key findings from the just-published 2019 Consumer Edition of the Customer Experience Management Benchmark (CXMB) - the 14th biannual installment of the series, which compares year-over-year insights into emerging CX trends. Download the report here.