Brands think they provide great customer experience, consumers disagree

When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands. 

Brands appreciate the need for great CX but, according to a new report by Econsultancy, the gap between this and the customer view is considerable. 

The Consumer Conversation report, produced by Econsultancy in partnership with IBM, highlights the gap between marketers' intentions and their customers' satisfaction.

Here are a few highlights from the report...

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