We have often talked to you about digital transformation and how it’s going to influence businesses in the future. The reason is simple: digital transformation is the future of custοmer experience. Are you still not convinced? Here are some interesting statistics that will make you think otherwise:

44% of companies have already moved to a digital-first approach for customer experience. *IDG

By 2020, 25% of customer service operations will use virtual customer assistants like chatbots, up from 2% in 2017. *Gartner

33% of consumers who ended their relationship with a company last year did so because the experience wasn’t personalized enough. *Accenture

Omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money. *Harvard Business Review

75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences. *Accenture

80% of consumers look up product information, reviews and prices on their smartphones while shopping in a physical store. *Outer Box Design

More than 40% of all data analytics projects will relate to customer experience by 2020. *Gartner

76% of consumers think companies should understand their expectations and needs. *Salesforce

63% of Millennials start their customer service interactions online. *Microsoft

15% of all customer service interactions will be handled solely by AI in 2021, a 400% increase from 2017. *Gartner

Are you interested in learning more about digital transformation? We are more than happy to hear from you ?