In this consumer-focused report, you’ll learn
- Consumers’ attitudes toward data collection, AI, and more
Rethink what great CX really means from consumers’ point of view and whether they believe brands truly have their best interest at heart. - Consumers’ preferences for digital vs. in-person interactions
It’s not a simple story of digital migration; consumers want a mix of options, depending on what they’re trying to accomplish. - Usage and perceived impact of emerging technologies
Consumers are willing to experiment with a broad range of new technologies, but the technologies brands are doubling down on aren’t always the ones customers find most effective.
-
58%
of consumers are highly concerned whether their data/privacy/identity is being protected -
55%
of consumers want future experiences with brands to be more affordable or cost-effective -
46%
of consumers want future experiences with brands to be easier or more convenient -
+20%
or more of consumers across all industries strongly prefer human experiences when requesting support
From consumer preferences on digital vs. physical interaction to the post-purchase experience to comfort and impact of emerging technologies, Part 1 of the Imperatives can help shed a light on what your customers really want from your brand.
