Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

British consumers say they aren't ready for AI

But they do want greater personalisation

Only two in five (44%) British consumers are looking forward to brands interacting with them via AI, such as chatbots and voice assistance technology, with four in five (81%) stating automated experiences with brands are too impersonal, in Acquia's annual 'Deliver the CX They Expect: Customer Experience Trends' report.

However, there is a distinct disconnect with the thoughts of consumers and marketers when it comes to AI, as more than seven in ten (72%) of UK marketers say that they are looking forward to the introduction of AI, while two-thirds (65%) say their customers want higher levels of personalisation than they currently offer.

Commenting on the findings of the survey, Steve Williamson, general manager and senior vice president of EMEA at Acquia, said: "It's clear that consumers want a simple, seamless, personal experience via their digital channels, when interacting with their favourite brands. While the marketing industry appears to have a burning desire to introduce AI in customer experience, they actually need to work on getting the basics right, and that starts with personalisation. To build long-lasting loyalty, brands need open, adaptable marketing and CX technology, to put personalisation at the heart of their customer experience strategy."

Other key findings from the report included:

• Over two-thirds (68%) often abandon a brand for another when the online experience is poor
• Three in five (61%) say when they think of their total experience with a brand, the marketing is mostly ineffective
• More than nine in ten (93%) said when they engage with a brand online, they expect a convenient experience

Acquia's 'Deliver the CX They Expect: Customer Experience Trends' report surveyed 1,001 UK consumers and 100 marketers at director level and above. On a global scale, the report found that 90% of customers believe most brands fail to meet their expectations in delivering a good CX. In addition, 80% of customers said they would be more loyal to a brand that showed they really understood them and what they were looking for, further highlighting the need for personalisation globally.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)