July 1, 2019 by News

10 stats on Digital Transformation and Customer Experience

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 😉


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