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| Aug 9, 2023
Source: Verint
Hyper-personalization can improve experiences at every step of the customer journey. Retailers and brands should map out their customers’ journeys and identify priority touchpoints for personalization in all stages—from awareness to purchase and advocacy. Some potential use cases in retail include:. Tailored advertising and marketing. Unique landing pages and product descriptions. Personalized search.
Report
| Mar 4, 2024
Nearly all (90%) of online shoppers say the shipping experience accounts for at least half of their overall online shopping experience, per UPS Capital’s “How Shipping Experience is Driving CX” report.
Article
| Mar 8, 2024
Banks can super-charge the customer experience through open communication via social media channels.
Article
| Jun 20, 2023
Along with digital upgrades, banks must improve the customer experience with relevant products and services.
Article
| Jun 13, 2023
Key takeaways: Customer retention requires a delicate balance of many factors including digitization, customer service, security, rates, and product offerings. However, focusing too much bandwidth on just a few of these factors can leave FIs dropping the ball on personalization.
Article
| Mar 8, 2024
Report
| Jul 8, 2022
And baby boomers scored customer service as high as security features. 92% of baby boomers believe a banks’ reputation is very important, compared to 72% of Gen Zers. But what about crypto? This popular digital currency is often in the news, making it seem like a popular component in a modern investment strategy.
Article
| Mar 25, 2024
Personalizing the customer journey: One of the use cases retailers are most excited about is the potential for genAI to offer consumers a more relevant, highly personalized shopping experience.
Article
| Jan 16, 2024
Over half of US and UK adults research and buy products online via a retailer’s website, per Coveo. More than a third (37%) take a slightly different approach, researching products on a retailer’s website but waiting to buy them in a physical store.
Article
| Jun 15, 2023
Shoppers want AI to help with product research and customer service.
Article
| Feb 29, 2024
GenAI is providing numerous benefits across the entire CX. Accelerated by the recent releases of Midjourney, DALL-E 2, and ChatGPT, a revolutionary transformation is underway for marketers regarding the way they engage and interact with consumers.
Article
| Jun 20, 2023
Article
| Jun 2, 2023
How Shopify, eBay, and Etsy use AI to strengthen seller relationships, customer experience. Advancements in AI, other tech are the top concern for executives in 2024.
Article
| Jan 26, 2024
Older adults prefer phone calls to digital customer service. Note: Respondents were asked "How important, if at all, is technology in the following aspects of your life?".
Article
| Feb 5, 2024
—will increase for teams across companies and can negatively affect brands and customer experiences. Predictions. B2B marketers will leverage data analytics with genAI for hyper-personalization and to gain deeper insights into customer behaviors.
Report
| Dec 8, 2023
Chart
| Jul 26, 2023
Source: Dialpad
Chart
| Jul 26, 2023
Source: Dialpad
Marketers wanted AI to better map to customer relationship management (CRM) and other tools, making content recommendations and optimizing user journeys across channels. Real-time sentiment analysis with AI could provide immediate feedback and help improve the customer experience. Back compliance and procurement processes. Marketers would like AI support for targeting specific regions or geographies.
Report
| Mar 7, 2024
By upgrading and integrating voice of the customer strategies throughout the entire organization, businesses can improve the customer experience and boost financial results.
Report
| Apr 26, 2022
It also powers KAI Answers, a customer service application that can quickly and accurately address customer queries. Prediction. GenAI startups will buck the overall downward trajectory of fintech funding. It hit new lows in 2023, but genAI startups—especially those catering to tightly regulated industries such as banking—were a bright spot.
Article
| Jan 29, 2024
That will add pressure on banks to optimize their CX with AI. Regulators’ attention to chatbot weaknesses may reassure wary consumers that guardrails are on the way. The Consumer Financial Protection Bureau worries that chatbots will rise at the expense of human employees, hurting customer service.
Report
| Jan 16, 2024
Path to Purchase Institute. Rokt. The Harris Poll. The Trade Desk. TikTok.
Report
| Dec 14, 2023
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.
Report
| Mar 31, 2022
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| Jul 24, 2023
Source: Keypoint Intelligence