Be Strategic and Smart About GenAI Implementation
Generative artificial intelligence is transforming efficiency and personalization.
Dive in to see where consumers are most enthusiastic—and where they show hesitation.
Impact
How consumers see GenAI affecting their experience
Percentage Who Say AI/GenAI Will Improve CX by 2030
Concerns
Where customers are most apprehensive about AI usage
Top Concerns About the Use of AI in Customer
Communications and Digital Forms
Value
A look at AI opportunities across industries
If AI Could Be Used to Do the Following Based on Your
Personalized Needs, How Valuable Would That Be to You?
Gender Divide
How men and women differ in how they view AI
How Confident Are You About AI
Handling Your Information?
Your Smart Move
GenAI offers significant benefits in terms of increased efficiency, personalization, and multilingual abilities in customer communications. However, many consumers are still wary of this newer technology. Prioritize transparency, data security, AI provenance, and human oversight to prevent potential errors, ensure compliance, and put your customers’ minds at ease.
Customer Retention Starts with Good Communication
Today’s customers expect every interaction to be simple, fast, and intuitive.
Explore what factors impact customer loyalty, confidence, and word of mouth.
Churn
How communication quality impacts retention
Percentage of Respondents Likely to Switch from a Company If Comms Don't Meet Expectations
Trust
What shapes credibility in customer interactions
Most Important Communication Trust Factors
Word of Mouth
Likelihood to recommend a company based on comms
How Likely Would You Be to Recommend a Company to a Friend If Its Communications Exceeded Your Expectations?
Your Smart Move
The easier it is for customers to engage with you and get the information they need, the better they feel about your brand. If you want to win new customers—and keep the ones you have—personalized, frictionless interactions must be the goal.
It's Time to Invest in Omnichannel Orchestration
In the customer’s eyes, every channel should feel like one conversation.
See how well-orchestrated touchpoints impact their experience.
Alignment
How often companies communicate via recipient’s preferred channel
Percentage Who Say Companies Always/Almost Always Use the Right Channel When Communicating with Them
Preferences
What channels today’s customers favor for communications
Preferred Channel for Receiving Communications (including those containing PII)
Consistency
How integrated customer experiences impact trust
Percentage Who Feel More Confident in Companies Offering Seamless Omnichannel Experiences
Your Smart Move
Today’s empowered customers expect tailored, on-their-terms communication. Make it easy for them to interact with your company however they prefer, leveraging omnichannel orchestration solutions to deliver a consistently seamless, quality experience across channels.
Make it Simple, Secure, and Seamless to Provide Data Digitally
How do customers prefer to share information? Discover the factors that determine whether they give
organizations the critical data they need—or bail on the process.
User Experience
How format choice shapes interactions
Percentage of Respondents Who Prefer Completing a Guided Form Versus a Fillable PDF
Form Completion
What motivates users to finish sharing data … or abandon the process
100% secure
Fast & easy to complete- Only asks for pertinent information
- Progress can be saved and returned to later
- Mobile/web friendly experience
100% secure
Fast & easy to complete
Only asks for pertinent information
Progress can be saved and returned to later
Mobile/web friendly experience
Too difficult to provide documentation- Requires you to repeat/re-enter info
- Takes too much time to complete
- Contains irrelevant questions
- Unable to save progress and return
Too difficult to provide documentation
Requires you to repeat/re-enter info
Takes too much time to complete
Contains irrelevant questions
Unable to save progress and returnChannel Preferences
How customers choose to resolve everyday needs
Percentage Likely to Use Digital Self-Service Options for Completing Tasks Versus Calling Customer Service
Your Smart Move
Ensuring accurate, timely and secure data collection is essential to smooth, successful operations. Exceed expectations by delivering automatic updates that keep customers informed and provide easy, secure processes that guide them through intuitive, self-service digital experiences they can complete at their convenience.
