While 82% of consumers have come to expect that technology will improve their online customer experience (CX), most shoppers still also prize person-to-person interaction: 85% say a positive CX includes a “human touch” along with up-to-date technology.

Additionally, this survey of more than 6,000 global consumers reveals how much marketers need to improve their personalization efforts: 60% of shoppers say “I often feel that brands who should know me, don’t know me very well.” The same percentage agree with the statement that “Brands do not do a good job using my personal preferences to predict my needs.” Learn more about how to build a positive CX in this infographic from Acquia.