Customer experience (CX) efforts aren’t primarily being held back by lack of strategy or organizational support, but rather from a lack of real-time customer insights and troubles operationalizing the experience.
Interest in augmented reality (AR) and virtual reality (VR) has been hyped for some time, but the tech hasn’t reached mass adoption. Cost is certainly a factor, but it’s not the only one.
There are few things more frustrating for cord-cutters than getting home from a long day’s work and queuing up their favorite show online as they kick back on the couch, only to realize they can’t watch in peace and harmony because the video won’t load correctly.
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 (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.
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.
84% of marketers believe that the level of complexity faced by marketing professionals over the next 5 years will be high or very high.