Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are continually evolving. This can leave CX leaders wondering if they’re on the right course. Two ways to be sure are understanding consumer preferences and knowing what other CX leaders are prioritizing.
The fourth edition of
The State of Customer Experience” report, which is base on a global survey of 5,232 consumers and 1,181 CX leaders, helps to she light on those mobile database preferences and priorities. This article shares some key takeaways and guidance from the survey of CX leaders. Read the full report for more insights, including findings from our consumer survey.
This year’s report highlights several key trends that CX organizations need to watch:
Artificial intelligence (AI) in CX continues to gain ground:
64% of consumers in our survey believe that AI will improve the
quality and spee of customer service over the next two to three years. And 42% of CX leaders in our survey said that increasing the use of AI to 10 ways to use whatsapp business in the fashion industry improve experiences is a top priority. This focus is reflecte by the roughly one-third (33%) of
CX budgets that leaders expect will go to
AI-powere technologies in the next year. Two-thirds of CX leaders believe AI will drive all proactive customer service within three years.
Consumers want seamless, personalize omnichannel experiences: 97% of consumers surveye say it’s important to switch channels without losing context, yet only 16% of CX leaders surveye say their organizations offer multiple channels with completely integrate technology and data to enable this.
Cloud adoption needs to accelerate:
Only about one-third of CX organizations have fully migrate to cloud platforms according to our survey, which is a major roadblock to deploying AI and improving efficiency. Just over half (56%) of CX leaders surveye plan to move to cloud-base CX technology in the next two years.
The connection between CX and business success is undeniable: 82% of consumers surveyed globally believe a company is Customer Experience only as good as its service. And 30% of consumers surveye have stoppe doing business with a company bahrain lists in the past year due to poor service.
However, the report uncovers a clear gap between expectations and reality, with only 11% of consumers surveye saying the service they receive is consistently excellent. Let’s look at some of the areas where CX leaders are focusing.
CX Leaders Cite Challenges Around Pace, Technology — but Are Prioritizing Solutions
CX leaders survey cite keeping pace with customers’ rising expectations as their greatest challenge, follow closely by keeping pace with rapidly evolving technology for customer and employee experiences.
Looking at the top challenges reveals a few themes —
CX leaders are grappling with ensuring they have the right staff and that employees are equippe to provide great service. They’re concern about the impact of
legacy technology on their ability to improve customer and employee experiences.
Managing the increasing volumes of data need to understand the customer journey across channels and enable advanc AI is also a challenge. And they have an eye on the regulatory landscape and the need to ensure compliance.