2024年消费者趋势报告.docx

《2024年消费者趋势报告.docx》由会员分享，可在线阅读，更多相关《2024年消费者趋势报告.docx（51页珍藏版）》请在第壹文秘上搜索。

1、ConsumerTrendsReportYourCXplaybookfortheyearaheadINPARTNERSHIPWITHQuaItriCSXMinstituteIntroductionAmidthebuzzandexcitementofAl,thisyear,sConsumerTrendsstudyisatimelyremindertoorganizationstonotlosesightofwhatmattersmosttotheirsuccesscreatinggenuine,humanecioswithcustomers.Thedesiretonectandbeunderst

2、oodisinnateineveryinteractionwhetheritsface-to-facewithteammates,onthephonewithagentsinyourntactcenter,orasconsumersscrollthroughyourwebsite.Our4thannualConsumerTrendsReport,basedonresponsesfrommorethan28,000consumersacross26countries,showsjusthowvaluablethosennectionsreallyare.Butheresthecatch-unde

3、rstandinghowtomakethosennectionsisgettingharder.Peoplearegivinglessfeedbacktothempaniestheybuyfrom.leavingmanyorganizationsblindtocustomerfriction.CXleadersmustrisetothechallenge,modernizinglegacylisteningprogramsthatrelyonsurveysalonetomeetcustomerswheretheyare.Itsthesechallengeswhereemergingtechno

4、logieslikeAlofferthebiggestopportunities.Whetheritsopeningtheaperturetonewsourcesofcustomerdata,unlockingintelligencebyunderstandingthedatamoredeeply,orprovidingfrontlineteamswithinsightsintothecustomerstheyserve,thepotentialfortechnologytoenhance,notreplace,humannnectionisincredible.Asyouplaceyourb

5、etsin2024andbeyond,Ihopethisyear,sinsightsandadvicefromourteamofexpertsshinealightontheareaswhereyoucanhavethegreatestimpact.Consumerexpectationsareatanalltimehigh,andpeopleareplacingapremiumoncustomerexperiencesthatprioritizehumanconnection.Fororganizationsthatcandeliverseamlessomnichannelexperienc

6、esfromtheirwebsitestotheircontactcentersandeverythinginbetween,itsclearcustomerswillrewardthemwiththeirdollarsandlastingloyalty.bradAnderson1QualtricsPRESIDENTOFPRODUCTS,userExperience1ANDengineeringWhatwefound4Trend1/HumanconnectionisthefoundationofawinningAlstrategy11Trend2/Greatsen/icebeatslowpri

7、cesinthebattleforcustomerloyalty16Trend3/Digitalsupportistheweakestlinkinyourcustomerjourney22Trend4ZZConsumersdontgivefeedbackliketheyusedto.socompaniesmustlisteninnewwa28MethodologyTREND1HumanconnectionisthefoundationofawinningAlstrategyOur research found that consumers are still on the fence abou

8、t Al-driven by a primary ncern that it will replace a human to connect with.That desire for human connection rings true in their channel preferences,too -with most still preferring to interact with human channels over digital, especially for high-stakes tasks like resolving an issue with a bill,and

9、switching to digital for simpler,transactional activities like checking an order status.48%OF CONSUMERS ARE COMFORTABLE INTERACTING WITH ORGANIZATIONSOPINIONult,snotacaseofthefirstmoverswiig5butthebestmoverswinning.CompaniesthatgetAlright5thatapplyitinwaysthatmakethingseasierandmorepersonalforcustom

10、ers,willabsolutelywi.BRANDONHANSONtQUALTRICSAN AlCONTACTCENTERPRACTICELEADERHERESHOV/CHANNELPREFERENCESBREAKDOWNBYTASKSoasorganizationsscrambletodefinetheirAlstrategy,successwillbedefinedbyhowwellyouknowyourcustomers.Itstartswithunderstandingwhentheywanttotalktoahuman,whentheydont,andthenleveragingA

11、ltoseamlesslymeetthosepreferencesastheymovethroughthejourney.CUSTOMERSSTILLPREFERHUMANSERVICECHANNELSOVERDIGITALHUMANINTERACTION62%DIGITALINTERACTION38%GETTECHNICALSUPPORTRESOLVEMISSUEWITHABILLBOOKANAIRLINETICKETPURCHASEANEWTVGTSTATUSONANORDERYOUMADeSeLEeTANEWMOBILEPHONEPLANAPPLYFORANEWBANKACUMTSCHE

12、DULEAMEOIeALAPPOINTMENTRECiVEADVICEFROMANURSE/DOCTORABOUTAMIttORISSUEHUMANINTERACTIONDIGITALINTERACTIONfiverr.WhileAlisapowerfultool5we,reseeingbusinessesstillrequireaprofessionalhumantouchtomaketrulyinnovativeandeffectivework.Weaimtohelpthembalancethistechnologywiththebestofhumaningenuitybypairingt

13、hemwiththerightfreelanceexperts/*MlCHALMILLERLEVI,FIVERRSENIORDIRECTORMARKETRESEARCHANDINSIGHTSCOMSUMeRSToP 3 CONCERNSLACK OF A HUMANTO CONNECT TOAlwillenablCnstofocusonbeinghuman.Irnechallengefororganizationisidentifyingthetaskdoeswellandthetasksitdcoesnt,scISAmaxVenker1QualtricsHEADOFPRODUCTMARKET

14、ING.DIGITALWhileAlwillundoubtedlyhelpyoumakesimple,repeatabletasksmoreefficient-somethingconsumerswelcome(73%arecomfortableusingAltocheckanorderstatus)aneffectiveAlstrategyisnotsimplydeployingmorechatbotsandautomatingtasks.InsteadlIooktothetechnologytoempoweryourfrontlineteamswiththetools,time,andin

15、sightstobuildstrongerconnectionswithyourcustomersandmakethatabetterexperience,t.ABOUTAJADVICEOrganizationsmustunderstandcustomerneeds,preferences,andperceptionsandthenofferexperiencesthatmatchexpectations.ThatunderstandingW川helpyoudetermineifthatexperienceshouldbeAl-enabled,human-enabledorhumanssupportedbyAlinthebackground.*MOIRADORSEY.QUALTRICSXMINSTITUTEPRINCIPALXMCATALYSTADVICE“Alofferstremendousopportunitiestoorganizationsthatimplementittho