Are You Listening? The Truth About What Customers Want in a Digital World

The uses for artificial intelligence (AI) are proving to be vast, with more organizations implementing AI solutions than ever. A recent report found that 61 percent of businesses implemented AI solutions in 2017, up from 38 percent in 2016. And employees view this as a positive change. But what about customers? Do companies know how new technologies are affecting their customer experience? While rapid innovation is critical to maintaining a competitive edge, the focus has now been placed too squarely on emerging technologies to deliver exceptional customer experiences. Companies shouldn’t stop investing in new technology, but must also recognize that customer loyalty is driven by human nature.

This report from customer engagement and analytics software provider Calabrio includes responses from more than 3,000 consumers in the U.S. and U.K. about the customer experience journey, and what motivates them. The findings are clear: human nature is how customers think, feel and act — and it drives their digital behavior. To gain their loyalty, customers should feel heard and have an emotional attachment to the brand, and that can only be created through the human connection.

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