A recent Acquia study found brands are failing to meet customer experience expectations.
Around 82% of marketers feel they are meeting customer expectations. In contrast, only 10% of customers think brands provide them with a “good experience”. 82% of customers believe technology should make their online experiences with brands better. 53% of consumers think AI would improve their brand interactions.
Most consumers want a convenient experience when they interact with a brand online. 80% of customers said they would be more loyal to a brand that understands them and their needs. But, 63% also said they would abandon a brand because of a poor experience.
While customers expect brands to improve their experiences, they are also reluctant to share excessive personal information. Additionally, a majority of marketers (57%) said technology has made it difficult for them to offer personalised experiences to customers.
[2 minute read]