InMoment benchmarks suggest insurance firms, grocery stores could lose customers based on pandemic response

CX vendor says customers are giving high marks in certain categories but have concerns in others that will affect whether they keep coming back

An ongoing survey of thousands of customer intersections with about 300 firms across 17 industries by CX vendor InMoment suggests insurance firms and grocery retailers are at risk of churn based on how they’re adapting experiences to COVID-19.

The company cited its CX Standards data, which it described as

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