Observed Signal · Jul 19, 2024 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Frictionless Customer Experience: Why Now and What's Next?
The article discusses the critical importance of frictionless customer experience (CX) in today's digital landscape, noting that over a third of customers will abandon a brand after a single bad experience (PwC). To achieve frictionless CX, businesses must unify teams, break down data silos, and leverage AI to personalize and streamline interactions. AI adoption is at 72% globally (McKinsey), yet 99% of organizations still struggle to deliver relevant search results (Coveo). The piece highlights the need to 'follow the friction' using data-driven insights (BCG) and to carefully manage outsourced CX to maintain consistency. It concludes that the future of CX depends on collaborative efforts integrating data, technology, and customer feedback.
Editorial on strategic CX trends relevant to MarTech/AI adoption, but not breaking news or a specific industry event.
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Key Takeaways & Evidence Grounding
- Over a third of customers will abandon a brand after one bad experience (PwC).
- Customers will accept up to a 16% premium if the end-to-end customer experience is excellent (PwC).
- 77% of businesses see the importance of increased consumer expectations for digital experiences.
- AI adoption has reached 72% globally, with over two-thirds of companies using AI (McKinsey).
- 99% of organizations struggle to deliver relevant, personalized search results (Coveo).
Connected Companies & Entities
7 Entities mapped“according to a PwC report...”
“Thanks to online marketplaces like Amazon, you can order a $2,000 treadmill and return it sight unseen...”
“Think Netflix. Every click, every watch, every pause feeds their algorithm, creating a viewing experience tailored just for you....”
“a staggering 99% of organizations still struggle to deliver relevant, personalized search results. AI can bridge this gap... (linked to Cove...”
“The latest McKinsey Global Survey shows that AI adoption has skyrocketed to 72%...”
“More than 70% of consumers prefer different service channels depending on the context (link to Deloitte Digital)...”
“BCG calls this 'following the friction,' one of its top recommended priorities for business leaders....”
Ontology Mapping & Concepts
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