The Perception Gap
Why digital leaders are losing customers they didn't know they were losing.
1 in 3 UK consumers switched brands last year because of poor digital experience. Digital leaders estimated 24%.
We surveyed 1,000 UK consumers and 150 enterprise digital leaders to measure the gap between what leaders believe they're delivering and what customers actually experience. The findings reveal a perception gap costing UK businesses billions.
Read the report to discover:
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Why only 8% of your customers are comparing you to your direct competitors and who the other 63% are actually judging you against
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The AI comfort gap: why leaders overestimate customer readiness by nearly 50 percentage points
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The #1 reason UK consumers abandon a purchase and why it doesn't appear on any leader's dashboard
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What UK consumers expect as standard by 2027 and where leaders are planning to invest instead
The brands that close this gap fastest are the ones that survive. This whitepaper shows you where to start.
IMPACT _
We don't just talk about results - we deliver them.
From revenue-generating digital products to experiences that convert and retain, explore how we've helped complex organisations translate digital into commercial impact.
GET TO WORK WITH US _
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