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Tech Trend


40 STATS ON DIGITAL TRANSFORMATION AND CUSTOMER EXPERIENCE

FROM: FORBES, BY: BLAKE MORGAN - MAY 25, 2021



According to IDC, 85% of enterprise decision-makers say they have a time frame
of two years to make significant inroads into digital transformation or they
will fall behind their competitors and suffer financially. Many of the biggest
trends and changes to customer experience fall under digital transformation.
Companies are seeing the need to focus on creating convenient, digital solutions
both internally for their employees and externally for their customers. These
statistics show the impact of digital transformation and how digital solutions
are a major focus for customers. Digital transformation is the future of
customer experience, and companies that don’t embrace changing technology could
get left behind.



Two-thirds of global CEOs will start focusing on digital strategies to improve
customer experience by the end of 2019. *Seagate

34% of companies have already undergone a digital transformation. *Smart
Insights

44% of companies have already moved to a digital-first approach for customer
experience. *IDG

56% of CEOs said digital improvements have led to revenue growth. *Gartner

75% of consumers are more likely to make a purchase from a company that knows
their name and purchase history and recommends products based on their
preferences. *Accenture

More than half of consumers expect a response from customer service within an
hour, even on weekends. *Edelman Digital

20.4 billion devices will be connected to the Internet of Things by 2020.
*Vxchnge

One-third of all purchases during the 2018 holiday shopping season were made on
smartphones. *TechCrunch

79% of consumers have made a purchase using a mobile device in the last six
months. *Outer Box Design

80% of consumers look up product information, reviews and prices on their
smartphones while shopping in a physical store. *Outer Box Design

By 2020, 25% of customer service operations will use virtual customer assistants
like chatbots, up from 2% in 2017. *Gartner

More than 40% of all data analytics projects will relate to customer experience
by 2020. *Gartner

Two-thirds of all customer experience initiatives will use IT by 2022, a jump
from half in 2017. *Gartner

60% of companies think they’re providing a good mobile experience, but only 22%
of consumers feel the same. *Qualtrics

76% of consumers think companies should understand their expectations and needs.
*Salesforce

Email is the most commonly used customer service channel, with 54% of consumers
using email to contact a company in 2018. *Forrester

An additional 34% of companies say they’ll fully adopt digital transformation in
the next 12 months. *Seagate

33% of consumers who ended their relationship with a company last year did so
because the experience wasn’t personalized enough. *Accenture

43% of Millennials contact customer service from a mobile device. *Microsoft

40% of customers prefer talking to a real human on the phone for complicated
issues. *American Express

79% of Millennials are more willing to buy from brands that have a mobile
customer service portal. *Microsoft

90% of consumers expect companies to have an online portal for customer
service.*Microsoft

66% of consumers have used three or more communications channels to contact a
brand’s customer service. *Microsoft

More than 60% of Americans prefer solving basic customer service issues through
a self-service website or app. *American Express

AI spending is expected to total $35.8 billion in 2019, a 44% jump from 2018.
*IDC

73% of consumers use more than one channel during their shopping journey.
*Harvard Business Review

Omni-channel customers spend 4% more in store and 10% more online than
single-channel customers. For every additional channel they use, customer spend
more money. *Harvard Business Review

65% of consumers research products online before stepping foot inside a store.
*Retail Dive

71% of consumers want a consistent experience across all channels, but only 29%
say they actually get it. *Gladly

42% of consumers’ total time spent online is on mobile devices. *Stone Temple

53% of people will abandon a mobile site if it takes longer than three seconds
to load. *Google Marketing Platform

57% of people won’t recommend a business if its website isn’t designed well for
mobile use. *Sweor

63% of Millennials start their customer service interactions online. *Microsoft

72% of customers expect companies to know their purchase history regardless of
what method of communication they used, such as chat, phone or email. *NICE

9 out of 10 consumers want an omnichannel experience with seamless service
between communication methods. *UC Today

84% of customer-centric companies focus on the mobile customer experience.
*Vision Critical

63% of consumers are satisfied getting service from a chatbot, as long as they
have the option to move the conversation to a human if needed. *Forrester

76% of companies are investing in emerging technology. *Accenture

15% of all customer service interactions will be handled solely by AI in 2021, a
400% increase from 2017. *Gartner

31% of companies have invested in AI in an effort to get ahead of the
competition. *Accenture

Blake Morgan is a keynote speaker, customer experience futurist and the author
of two books including her new “The Customer Of The Future.” Stay in touch with
her weekly on her newsletter.

SOURCE:40 Stats On Digital Transformation And Customer Experience




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