Our report shows just how fast CX has changed over the last couple of years. Changes in the way consumers access information, engage with brands, and - above all - buy. Companies that understand this have a unique opportunity to stand out in a crowded market, using new technologies and tools that can take customer experience to the next level.
The report examines in detail the trends transforming CX.
Consumers are facing a tsunami of notifications, with certain types doubling in volume from 2019 to 2020 - but could these communications offer more value? We found that consumers would love messages to include rich content such as:
of customers would love to be able to reply in-message to ask questions
It’s all about trust...
When it comes to business - any business - trust is everything. Every customer engagement, regardless of channel, is built on it. We found strong links between a great customer experience and trust in a brand, across a range of industries:
of customers actively avoid buying from brands they don’t trust
Tomorrow is blended, not bland...
2022 is the year that CX goes beyond omni-channel into truly seamless communication. Any channel, any time - one conversation, multiple options. We found that chatbot interaction was on the rise and that a blend of AI and human was finally able to deliver a more natural and satisfying customer experience:
of customers want to be able to switch
instantly from messaging chat to voice call
Today, 89% of consumers say they want two-way conversations via messaging channels and apps. They want rich experiences that give them the power to take action.
Download a more
The above is just a snapshot of some of the report’s findings - so get your copy of the full CX trend report. It offers insights into what’s driving consumer engagement in 2022 and practical tips on how you can stay ahead of the curve.