Among a blistering day of CX round tables and networking events in London last week, host Ipsos took time to share its latest insights into the changing landscape of customer experience.
During a lively presentation (see image gallery). Ipsos Director of B2B Customer Experience, Matthew Chatterton highlighted the changing customer landscape based on their latest research. The key stat for Matthew from last year was that 47% of customers considered their experiences to be “unremarkable.”
For some in the automotive, mobile phone and insurance landscape, “unremarkable” might be good enough, but their customers noted that “a few small things that please me” in an interaction can have a +26 point positive impact on a company’s net promoter score (NPS).
And in the AI-obsessed world, Chatterton also highlighted how CX needs a human centric framework to deliver value to customers. From the basics of fair treatment and user control, to the differentiators: A sense of belonging, feel valued and a sense of affinity while garnering enjoyment from experiences.
Companies need to look beyond the unremarkable to make experiences easy with transparent communications to deliver the basics of CX brilliantly.
Is AI the Answer?
Considering AI, Ipsos research shows customers remain skeptical, with 38% believing AI made their experience worse. And 57% thought AI would benefit the using company, while only 7% thought it would benefit their customers.
Most importantly, 80% agree that customer service is getting too automated and impersonal. A statistic that all businesses should consider in their use of AI across customer communications and experiences.
We look forward to sharing more insights from Ipsos soon as the AI/human balance tips further in AI’s direction.