Customer Service & Experience Charts

Deals and Discount Offers Influence Consumers’ Dining Choices

Deals and Discount Offers Influence Consumers’ Dining Choices

Americans spend more on food out of the home than in it - and deals and discounts could spur that trend even further. Indeed, more than three-quarters (77%) of Americans say that a deal or discount would make them more likely to dine out instead of eating at home. And...

Which Industries Are Suffering Most from Poor CX?

Which Industries Are Suffering Most from Poor CX?

The growing emphasis that companies put on optimizing customer experiences may be paying off for many industries, with only 7% of customers across 20 industries reporting they had a bad customer experience with a company in the previous six months. Nonetheless, those...

Here’s What Marketers Can Do to Make Consumers Feel Valued

Here’s What Marketers Can Do to Make Consumers Feel Valued

With a majority of consumers saying they are happy to try new brands and products at least some of the time, the pressure is on for companies to maintain their customers’ loyalty. One ingredient to keeping customers loyal is making them feel valued, and a recent...

Chatbots Continue to Trail Online Chat in Consumer Preference

Chatbots Continue to Trail Online Chat in Consumer Preference

The majority of customers are still communicating with organizations primarily through the use of email and telephone. But some are warming up to the idea of using online chat, with one-third saying they have used this communication channel in the past 12 months. On...

How Are Marketers Getting Their Data for Personalization Efforts?

How Are Marketers Getting Their Data for Personalization Efforts?

Optimizing the customer experience has been deemed one of the most exciting opportunities for marketers this year. But that doesn't make it easy: research [download page] from Ascend2 reveals that improving the customer experience (CX) is also one of the most critical...

Brand Perceptions of Customer Pain Points Are Lagging

Brand Perceptions of Customer Pain Points Are Lagging

In the past two decades, the shopping experience has changed drastically and, for the most part, consumers are embracing these changes. Indeed, a new survey [download page] from Elastic Path of more than 1,000 consumers and 300 B2C marketing professionals reveals that...

Do Consumers Trust Advice Generated by Artificial Intelligence?

Do Consumers Trust Advice Generated by Artificial Intelligence?

It doesn’t seem that long ago that artificial intelligence (AI) was a fantasy that made for thrilling sci-fi movies. Now, AI has become an everyday part of life, with marketers using it for anything from content personalization to gaining customer insights - and also...

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