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5 DATA-DRIVEN TECH TRENDS
Shaping CuStomer experienCe in 2017
By 2018 , more than 50 % of companies will shift their investments to customer experience innovations . 1 But , which technology trends should you pay most attention to ?
1
MOBILE CONTINUES TO INTENSIFy MICRO-MOMENTS
What starts as a micro-moment often leads to larger Brand engagement , if the Brand gets it right .
4
THE INTERNET OF THINGS ENABLES BETTER AND FASTER CUSTOMER INSIGHTS
today , the information you ’ re aBle to collect aBout a customer over their entire Buyer journey is more valuaBle than the actual sale .
82 % of smartphone users consult their phones while they ’ re standing in a store deciding which product to buy 2
52 % of customers are less likely to engage with brands after a bad mobile experience 3
2
ARTIFICIAL INTELLIGENCE CREATES AN ABSOLUTE 360-DEGREE CUSTOMER VIEw
ai has superhuman poWer that makes sense of millions of customer data points , getting smarter each time neW data is fed to it .
50 billion connected devices will be in the world by 2020 7
47 % of devices will be set up to automatically request customer service support by 2020 8
Only . 5 % of all of the data in the world has been analyzed , or used 4
1.7 megabytes
of new information will be created every second by 2020 4
5
CUSTOMER EXPERIENCE CLOUD SUITES PREVAIL
providers of cloud suites Will outperform providers of fragmented , “ plug-and-play ” technology .
3
CHATBOTS ACT AS A “ SELF-SERVE ” wAy TO CONNECT wITH CUSTOMERS IMMEDIATELy
the aBility to parse questions for actual meaning + intent is a very poWerful tool to deliver smarter experiences .
86 % of senior-level executives say it ’ s critical to create a cohesive customer journey 9
51 % of customers believe a business needs to be available 24 hours a day , 7 days a week 5
85 % of customers will manage their relationship with a brand without human interaction by 2020 6
Of all buyers , 87 % believe companies need to provide more consistent experiences 10
LEARN moRE
1 ) superoffice . com / blog / customer-experience-statistics 2 ) thinkwithgoogle . com / articles / how-micromomentsare-changing-rules . html 3 ) superoffice . com / blog / customer-experience-statistics 4 ) forbes . com / sites / bernardmarr / 2015 / 09 / 30 / big-data-20-mind-boggling-facts-everyone-must-read /# 404018c66c1d 5 ) hventurebeat . com / 2016 / 08 / 26 / 3-stats-that-show-chatbots-are-here-to-stay 6 ) business2community . com / infographics / customer-experience-statistics-know-infographic-01499626 # ilB6CcpP3Q6e4Bte . 97 7 ) info . csgi . com / m2m-internet-of-things 8 ) parature . com / internet-of-things 9 ) marketeer . kapost . com / customerexperience-marketing-stats 10 ) visioncritical . com / customer-experience-statistics
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THE LEADING DATA-DRIVEN TRENDS SHAPING CUSTOMER EXPERIENCE IN 2017 IN OUR FREE EBOOK : ORACLE . COM / CXTRENDS