CX News
Perception of customer experience at a new low
Customer experience - it’s getting worse, or consumers have higher standards. A study of over 4,000 U.S. and Canadian consumers found an all-time-high for customer dissatisfaction: 71% of consumers feel most companies need to improve their customer experience; it’s double the rate found in 2019. 59% of respondents have lost trust in a company because of a poor experience or unclear communication.
How do we turn it around? The study found the top three ways to build trust and a great experience are:
- Honoring customers’ preferred communication channels (39%)
- Providing a simple way for customers to engage across channels (38%)
- Simplifying the way customers do business with companies (33%)
Start with your omnichannel capabilities and make sure communication is clear, and you’ll make meaningful inroads to building trust.
We can do better by our customers - and if you do, you’ll beat out the competition.
Majority of consumers feel lack of empathy from brands
New research from Zurich digs into the disconnect between companies and customers in terms of empathetic, authentic human connection. Their survey found:
- 78% of consumers feel like companies only care about making money rather than their consumer needs
- 72% believe companies become less empathetic once the deal is closed
- 71% feel like AI cannot replicate real empathy
- 43% have left a brand due to lack of empathy
CX leaders: explore how AI can facilitate back-end operations so human reps can spend more time providing empathetic service. You’ll drive better brand affinity and can turn customer experience into a revenue driver with better customer retention.
Better data = better AI in CX
It’s clear that CX leaders aren’t held back by a lack of AI ambition — they’re held back by unclear, disconnected data. Unified, clean customer data gives AI direction, replaces guesswork with precision, and identifies where automation will truly make an impact. With a strong data foundation and tools like conversation intelligence, teams can confidently scale AI and turn hesitation into measurable CX results.
This is what we’re all about at Kustomer. Check out our Crawl, Walk, Run framework for AI adoption that digs into how you can organize your data for successful AI rollouts.
Local presence part of the customer experience
Nearly 84% of consumers search for local businesses every single day - and how you show up can make or break the customer experience, especially if your brand has physical locations.
If you’ve ever relied on the info available on Google or Yelp and showed up to a business that was closed, or struggled to determine pricing or service availability, or debated which place to go based on few or outdated reviews, you’ve lived that disconnect first-hand.
This is a great opportunity for CX to team up with marketing. Lots of the information you have (or should have) in your knowledge bases will help your existing customers not just self-serve, but aid new customers in finding your business through their preferred search channels.
Tune In
CX leaders need AI that’s context-aware and fast for it to supercharge what frontline reps can do.
With 98% of their conversations now AI-powered across WhatsApp, in-app chat, and email, Aplazo has reduced resubmissions, kept contact rates remarkably low, and empowered agents to focus on complex, high-value interactions.
Join us for an in-depth conversation with Aplazo as they share how Kustomer AI has helped them dramatically elevate efficiency, customer satisfaction, and service quality across their support operations.
Tune in Thursday, December 4th at 10 AM PT / 1 PM ET.
Register now!
AI News
Target debuts AI-powered holiday shopping experience - Blurring the lines of digital and in-store shopping, the Target app now features AI-powered gift recommendations, store navigation help and a shopping list feature. Target reports when shoppers use the Target app in-store, their basket sizes are nearly 50% higher.
Jeff Bezos Creates A.I. Start-Up Where He Will Be Co-Chief Executive - Project Prometheus, with $6.2B in funding, will compete with established AI titans like Microsoft, Meta, Google, and OpenAI. It will focus on artificial intelligence for the engineering and manufacturing of computers, automobiles and spacecraft.
Consumers drawn to AI for help with gift-buying research - Shoppers use it to make sure they are getting the best deals, summarize reviews, recommend thoughtful gifts, and consumers are open to letting AI handle holiday shopping to minimize stress.
University of Southern California experts on the pace of AI - professors and experts say that the field is innovating so fast, even pioneers can’t predict what’s going to happen next. Like the early days of the internet boom, there’s something new happening each day.
University of Texas at Austin Eclipses 5,000 GPUs To Increase Dominance in Open-Source AI - the most computing power in academia, the University now has over 5,000 of the top-of-the-line graphics cards to enhance the U.S.’s computing power, supporting teaching and research that can be enhanced with AI.
