More than nine in 10 companies are struggling to deliver digital customer experiences that exceed their expectations, according to a new study from Accenture Interactive. The finding reflects the huge challenge brands are facing as customer expectations are becoming “liquid” and changing at a lightning pace.

Category: Marketing Research 

Function: Metrics and Insights

From the Business Wire press release:

“Meeting customer expectations is by no means a small achievement,” said Anatoly Roytman, managing director, Accenture Interactive Europe, Africa, Middle East, Latin America. “However, it’s not enough anymore. Customer expectations are changing faster than ever and what people learn to love in one industry increasingly defines what they expect in other areas as well – we call this ‘liquid expectations.’ It’s now your customer who’s setting the bar, not your competitor.”

Read the full article on Business Wire here


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