This material is published by inMoment and described customer experience, which is called CX, trends in 2019.

P02. Introduction

P04. Trend #1: Lurking vs. Listening

P05. Trend #2: Dismissing the Human Factor

P06. Trend #3: Pathetic Personalization

P08. Trend #4: Neglecting Non-buyers

P10. Trend #5: Definition or Loyalty Diverges

Introduction: Excellence continues To elude

The phrase "customer expectations continue to increase" is one of the most commonly stated, yet oversimplified statements in customer experience(CX).

Yes, customers expect more from brands, but they do so because there are brands out there delivering phenomenally simple, fast, different, and even profound experiences. As, Paul Papas, global leader of IBM Interactive Experience said: "The last, best experience that anyone has anywhere becomes the minimum expectation for the experiences they want everywhere."

By these new measures, when a brand doesn't keep up, gets sloppy, or doesn't do the work to understand what its customers really value, those customers notice - and they put the culprit on notice.