Top brands for customer experience ‘struggling to keep up with rising expectations’

Marketers’ intense focus on customer experience shows no sign of abating, but while investment continues to rise, brands are failing to keep up with consumers’ rapidly evolving expectations.
That’s the finding of KPMG Nunwood’s annual Customer Experience Excellence index, which shows a meagre increase of just 0.7% in the average score across the top 100 brands, rising to 7.13 out of 10.
However, this growth is not coming from the brands at the top of the table where scor