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.
Convenience, security and speed are the most important elements of a good mobile experience.
Marketers point to A/B testing as the most effective CRO tactic, but also as the easiest to execute.
Generally, internet users want a convenient and secure mobile experience.
Value, customer service, product quality and trust are among the core drivers of US consumers’ satisfaction with companies.
More than three-quarters of US consumers use customer reviews to determine the legitimacy of a site that sells brand name products.