Communications Reimagined.

Survey Links Modern-Engagement Technologies to Greater CX and Loyalty

Susana Schwartz
Communications Content Specialist

Businesses can expect a 25-30-percent increase in loyalty when using modern-engagement channels, such as HD Voice, HD video, screen sharing, and chatbots, according to a recent Oracle Communications survey, Modern Experiences for Connected Consumers: Creating Digital Customer Engagement." In the survey of 5,028 consumers, 70 percent said they would buy more from a brand that provided contextual, personalized customer service, with 79 percent of respondents citing one-click connectivity with a well-informed associate or knowledge worker (i.e., technician, claims agent, loan officer, nurse, etc.) as key to enhanced customer experience.

Another key factor cited by respondents for enhanced CX was prompt, first-time resolution to problems, with 77 percent admitting traditional engagement channels “detracted from their lives,” namely through the friction of navigating menus, having to talk to multiple people, and repeating information. For brands looking to eliminate those frustrations and seeking new ways to nurture existing relationships or forge new ones, 76 percent of respondents in the survey agreed they would use a company that promptly gets them to the appropriate individual with a minimal number of menu selections or inconveniences (i.e., waiting for truck rolls, having to drive to offices, stores or branches).

Younger consumers and those highly engaged through mobile apps in particular viewed traditional engagement channels and activities as “tedious and inefficient,” with them voicing an eagerness to experience interactions that are more direct and efficient over their mobile devices at times that in-person human contact are not possible. Satisfaction with engagement was highest in-person, with technologies like mobile apps, video chat and web chat topping the list as well.

To find out more about what consumers value in terms of modern-engagement channels, see a summary of key findings in our infographic, and in two sister reports:

  • Regions in Focus, which looks at the main reports’ trends across North America, Europe, Australia and New Zealand
  • Industry Segments in Focus, which looks at five modern-engagement use cases spanning health care, cable, insurance, and banking (loan and fraud detection)

In reading these reports, you will see which technologies can help your brand emotionally connect with customers, improving their perceptions around engagement, value, connectedness, and caring.

For more information:

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