According to IDC, 85 percent of business decision-makers said they expected a breakthrough in the digital transition in two years time, otherwise they will lag behind competitors and suffer financial difficulties. We can see that the customer experience and significant changes in the trend occurred in the process of digital transformation in. Each company has made clear the need to focus on internal staff and external customers create a convenient digital solution.
This article will list 40 statistics to show how the digital transition effects and digital solutions become a major concern of customers. Digital transformation is the future of the customer experience, the company does not accept the origin of technological change will be left behind.
- By the end of 2019, two-thirds of worldwide CEO will begin to focus on digital strategy to improve the customer experience. --Seagate
- 34% of companies have made the digital transition. --Smart Insights
- 44% of companies have started to give priority to the digital method to enhance the customer experience. --IDG
- 56% CEO said that digital has brought improved revenue growth. --Gartner
- 75% of consumers prefer to know their names from one and purchase history, and can buy products according to their preferences enterprise recommended product in. - Accenture
- More than half of consumers want to receive a reply within an hour customer service, even on weekends. --Edelman Digital
- 2020, will be 204 billion devices connected to the Internet of Things. --Vxchnge
- During the 2018 holiday shopping season, a third of the purchase order is made on smartphones. --TechCrunch
- In the past six months, 79% of consumers using mobile devices to make purchases. --Outer Box Design
- 80% of consumers will check product information, reviews and prices on smartphones in the store shopping. --Outer Box Design
- By 2020, 25% of customer service operators will use the virtual assistant customer chat robot, etc., 2017 the figure was 2%. --Gartner
- By 2020, more than 40% of the data analysis project will be directly related to the customer experience. --Gartner
- 2022, two-thirds of Customer Experience Program will use IT, much higher than the one-half of 2017. --Gartner
- 60 percent of companies believe they provide a good mobile experience, but only 22% of consumers feel the same way. --Qualtrics
- 76％的消费者认为企业应该了解他们的期望和需求。——Salesforce
- 电子邮件是最常用的客户服务渠道，在2018年，有54％的消费者使用电子邮件联系公司。——Forrester
- 有34％的公司表示他们将在未来12个月内全面实行数字化转型。——Seagate
- 去年有33％的消费者因为体验不够个性化而终止了与某家公司的关系。——埃森哲
- 43％的千禧一代通过移动设备联系客服。——微软
- 40％的客户更喜欢通过电话与真人交谈以解决复杂问题。——美国运通卡
- 79％的千禧一代更愿意从拥有移动客服门户的品牌购买商品。——微软
- 90％的消费者希望企业拥有客户服务的在线门户。——微软
- 66％的消费者会使用三个或更多通信渠道联系品牌的客服。——微软
- 超过60％的美国人喜欢通过自助服务网站或应用程序解决基本的客户服务问题。——美国运通卡
- 预计2019年人工智能支出总额将达到358亿美元，比2018年增长44％。——IDC
- 73％的消费者会通过多个渠道进行购物。——哈佛商业评论
- 与单渠道客户相比，全渠道客户在店内消费增加4％，在线消费增加10％。他们每多通过一个额外的渠道，就会消费更多的金额。——哈佛商业评论
- 65％的消费者在踏入商店之前会先在网上研究产品。——Retail Dive
- 71％的消费者希望在所有渠道中获得一致的体验，但只有29％的消费者表示他们确实获得了这种体验 *——Gladly
- 消费者在线总时间的42％是花费在移动设备上。——Stone Temple
- 如果一个移动网站的加载时间超过3秒，则53％的人会放弃继续浏览。——Google营销平台
- 如果一家企业的网站设计不适合移动使用，则57％的人就不会推荐该商家。——Sweor
- 63％的千禧一代在线开展客户服务互动。——微软
- 72％的客户希望企业了解他们的购买历史记录，无论他们使用了何种沟通方式，例如聊天，电话或电子邮件。——NICE
- 10个消费者中有9个希望通过通信方法之间的无缝服务获得全渠道体验。——UC Today
- 84% of customer-centric company focused on the mobile customer experience. --Vision Critical
- As long as the robot can chat conversation when the customer needs in a timely manner to the live call forwarding, then 63% of consumers will bot satisfied with the service, - Forrester
- 76% of companies are investing in emerging technologies. - Accenture
- By 2021, 15% of customer interaction by AI treatment alone, an increase of 400% over 2017. --Gartner
- 31% of companies invested in artificial intelligence, in order to stand out from the competition. - Accenture *