A 2016 study by Forbes Insights and SAS found that 90% of executives worldwide who use data analytics noticed it improved their ability to deliver a superior customer experience. And According to a January 2018 survey of US senior decision-makers conducted by Verndale, big data/analytics was listed as the most important emerging technology for enhancing customer experience, cited by 63% of respondents.
User Experience Statistics & Trends
e-Strategy Trends’ continually updated collection of user experience trends and statistics for media, marketing, public relations, advertising and strategic communications professionals.
User experience (UX) design is the most challenging aspect of the customer experience to master, and marketing and e-commerce professionals from around the world have lost some confidence in their UX design ability.
Chatbots are expected to be able to help round-the-clock with instant service for simple tasks, but aren’t perceived to be the best channel for more complex inquiries. Chatbots have yet to find broad appeal among consumers, though they do have a user base: 15% have used them to communicate with businesses during the past year.
Despite all the technological advances that digital publishing has achieved over the past two decades, slow-loading content remains one of the industry’s biggest scourges.
Examples include video ads that play at full volume, flashing display ads, popups with hard-to-find exit buttons and prestitial ads that block users from seeing content on the page.
Marketers are continuing to prioritize the customer experience, focusing on making it more valuable, relevant, and easy to understand.
Marketers are looking for their digital experiences in the coming year to be more comprehensive and connected and for them to tie the entire journey across both physical and digital engagements.
The emergence and use of mobile devices is the consumer trend that North American marketers believe will have the greatest impact on their industries in the next 10 years.
84% of marketers believe that the level of complexity faced by marketing professionals over the next 5 years will be high or very high.
Convenience, security and speed are the most important elements of a good mobile experience.