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1、678242634INTRODUCTIONWHY READ THIS REPORT10 GLOBAL HIGHLIGHTSSURVEY FINDINGSKEY TAKEAWAYSREGIONAL SPOTLIGHTSMETHODOLOGYselliqent SMARKETING CLOUDof global respondents use voice assistantsThe use of voice assistants and devices such as Apples Siri, Amazons Alexa, and Google Home, is growing and so ha
2、ve concerns about these devices improperly listening to conversations.AREA CAUSE FOR CONCERNI，llSPUD=8(DN 0126058AUDEJeo UUDlt xn uods Ao土OUE5 ifOwn up to customers negative experiences. Empower teams with the intelligent tools needed to deliver seamless, omnichannel experiencesI stick it out if I l
3、ike the brand and they make up for itabandon a brandWhen asked how many negative experiences it would take to abandon a brand altogether, consumers are not generous.54%of respondents will10% 11%TAKEACTION gthat address issues quickly.23MAXIMIZE EVERY MOMENT WITH TODAYS CONNECTED CONSUMERSTodays conn
4、ected customers value and desire highly personalized experiences, but need brands to strike a balance when it comes to their privacy.Consumers want relevant experiences and interactions that take place on the right channel, at the right moment. Brands that do this deliver value to the consumer, and
5、ultimately increase loyalty and retention.Improve response and resolution rates to meet and exceed expectationsUse a technology platform that enables you to create the ultimate customer experience and just the right amount of personalization without the creepy effect.Understand consumer usage and pr
6、eferencesKnow where they are, what channel to interact with, and at what levelUnderstand that expectations for connected consumer experiences are high Strike a relevancy balance between personalization and privacy by openly addressing concerns and showing value in exchange for sharing personal info
7、Provide the right offer or service at the right time Listen to consumers preferences to avoid being intrusive Create customer experiences that feel holistic and connectedChoose a trusted partner - one that understands your business and your challenges; that enables you to deliver value and a new lev
8、el of personalized customer experience across all touchpoints. Trust them as a partner to empower you to succeed, by maximizing every moment of customer interaction.2 Provide consumer value through relevanceTAKE ACTIONoDeliver seamless omnichannel experiences Be consistent regardless of the departme
9、nt consumers decide to interact with Use Al-powered platforms to deliver ultra-personalized and highly relevant content and experiences25GENERATIONAL BREAKDOWNY X BOOMERSI have quit at least one social media platform within the last 12 months due to privacy concernsWhich social media platform have y
10、ou abandoned?REGIONAL SPOTL-GHTSOTHERWithin the last 6 months, my decision to purchase a product or service has been influenced by ads Pve seen on social mediaHow many negative experiences would it take for you to abandon a brand altogether?16%16%10%M12%15 if satisfied with resolution17%6%5%8%I stic
11、k with the brand if they make up for it26When I need customer support, I prefer to start the interaction viaAll Respondents: 36%Chat on brands website49%14%I 2%| 4% 0%0%Facebook/ Twitter1%Y X BOOMERSI have quit at least one social media platform within the last 12 months due to privacy concernsWhich
12、 social media platform have you abandoned?FACEBOOKINSTAGRAM0%5%12%15%TWITTERSNAPCHATI stick with the brand if they make up for it5 if satisfied with resolutionWithin the last 6 months, my decision to purchase a product or service has been influenced by ads Pve seen on social mediaHow many negative e
13、xperiences would it take for you to abandon a brand altogether?When I need customer support, I prefer to start the interaction viaAll Respondents: 47%Chat on brands website39%11%F4%2%3%2%Facebook/Twitter3%0%| 1%0%0%SMS/ Text0%27GERMANYGENERATIONAL BREAKDOWNY X BOOMERSI have quit at least one social
14、media platform within the last 12 months due to privacy concernsWhich social media platform have you abandoned?REGIONAL SPOTL-GHTSTWITTER SNAPCHAT OTHERWithin the last 6 months, my decision to purchase a product or service has been influenced by ads Pve seen on social mediaHow many negative experien
15、ces would it take for you to abandon a brand altogether?5 if satisfied with resolutionI stick with the brand if they make up for itWhen I need customer support, I prefer to start the interaction viaAn agent on the phoneChat on brands websiteAll Respondents: 38%45%14% 6%.5%| 3%0%Facebook/ Twitter3%0%
16、0%1%2%SMS/Text0%ITALYY X BOOMERSI have quit at least one social media platform within the last 12 months due to privacy concerns17%15%J2%j 10%HWhich social media pla廿orm have you abandoned?FACEBOOKTWITTERINSTAGRAMSNAPCHATWithin the last 6 months, my decision to purchase a product or service has been
17、 influenced by ads Pve seen on social mediaHow many negative experiences would it take for you to abandon a brand altogether?11%11%11%10%|I stick with the brand if they make up for it5 if satisfiedwith resolutionREGIONAL SPOTL-GHTSWhen I need customer support, I prefer to start the interaction viaAn
18、 agent on the phoneAll Respondents:Chat on brand*s website.4%.7% .5%0%Facebook/Twitter44%26%23%5%2%29NETHERLANDSGENERATIONAL BREAKDOWNY X BOOMERSI have quit at least one social media platform within the last 12 months due to privacy concernsWhich social media platform have you abandoned?REGIONAL SPO
19、TL-GHTSFACEBOOKINSTAGRAMTWITTERSNAPCHATOTHERWithin the last 6 months, my decision to purchase a product or service has been influenced by ads Pve seen on social mediaHow many negative experiences would it take for you to abandon a brand altogether?with resolutionI stick with the brand if they make u
20、p for itWhen I need customer support, I prefer to start the interaction via30All Respondents: 45%EmailChat on brands websiter| 7%3%2%-auebook/ TwitterText32%20%3%2%NORTH AMERICAZ Y X BOOMERSFACEBOOKINSTAGRAM11%J9% I9% I14%SNAPCHATOTHERWithin the lost 6 months, my decision to purchase a product or se
21、rvice has been influenced by ads Pve seen on social mediaHow many negative experiences would it take for you to abandon a brand altogether?5 if satisfied with resolution10次8% |11%9% II stick with the brand if they make up for itREG5NAL SPOTL-GHTSI have quit at least one social media platform within the last 12 months due to privacy concerns43%42%20%-Which