2024年消费者趋势报告.docx

ClUaltrics; WSo l'o Hl-M d-HSct山 NlB<d N-PB LlB A LlSxqtd Xo JnO> tod8H SPUalI SEnSUOOIntroductionAmid the buzz and excitement of Al,this year's Consumer Trends study is a timely reminder to organizations to not lose sight of what matters most to their success -creating genuine,humanconnections with customers.The desire to connect and be understood is innate in every interaction whether it's face-to-face with teammates,o the phone with agents in your contact center,or as consumers scroll through your website.Our 4th annual Consumer Trends Report,based on responses from more than 28,000 consumers across 26 countries,shows just how valuable those connections really are.But here's the catch -understanding how to make those connections is getting harder.People are giving less feedback to the companies they buy from, Ieavi ng many organizations blind to customer friction.CX leaders must rise to the challenge,modernizig legacy listening programs that rely on surveys alone to meet customers where they are.It's these challenges where emerging technologies like Al offer the biggest opportunities.Whether it's opening the aperture to new sources of customer data,unlockig intelligence by understanding the data more deeply,or providing frontline teams with insights into the customers they serve,the potential for technology to ehance,not replace,human connection is incredible.As you place your bets in 2024 and beyond, I hope this year's insights and advice from our team of experts shine a light on the areas where you can have the greatest impact.Consumer expectations are at an all time high, and people are placing a premium on customer experiences that prioritize human connection.For organizations that can deliver seamless omnichannel experiences from their websites to their contact centers and everything in between,it's clear customers will reward them with their dollars and lasting loyalty.brad andersonjqaltrics 'jB PRESIDENT OF PRODUCTS, user experienceiand engineeringCOA6ooPOin W 8Z EM M U U- U - snu sEdlu8 OS 0-l-<P SnA Lll x= *oBqP->61OP Eoo = pu二 ZZAeujnoLjBLUOlSnO-InOA U 一 *u=*PM £ M ±oddns _B1&一 、M pu-l 91 AI-BAo- JolUOlSnCMO- 11Bq eIllU 一 S od MO-SlBSq o-> 1$0/ e puaij. II A6lal IS -< 6uu-m B -。UO-IBPUnO- .l S- ooo UBLUnH = L PUall PUno-MqMA6al IS -< 6um e 一 O upunl s 一 Cosoqccoo UeEnHL ClN 山CC1Our research found that consumers are still on the fence about Al-driven by a primary concern that it will replacea human to connect with.That desire for human connection rings true in their channel preferences,too -with most still preferring to interact with human channels over digital, especially for high-stakes tasks like resolving an issue with a bill,and switching to digital for simpler,transactional activities like checking an order status.OPINION“It's not a case of the first movers winning5but the best movers winning. Companies that get Al right,that apply it in ways that make things easier and more personal for customers, will absolutely win."Brandon hanson,qualtricsCONTACT CENTER PRACTICE LEADERHERE'S HOW CHANNEL PREFERENCES BREAK DOWN BY TASKSo as organizations scramble to define their Al strategy, success will be defined by how well you know your customers. It starts with understanding when they want to talk to a human, when they don't,and then leveraging Al to seamlessly meet those preferences as they move through the journey.CUSTOMERS STILL PREFER HUMAN-SERVICECHANNELS OVER DIGITALHUMAN INTERACTION62%DIGITAL INTERACTION38%GET TECHNICAL SUPPORTRESOLVE AN ISSUE WITH A BILLBOOK ANAIRLINE TICKETPURCHASE A NEW TVGET STATUS ON AN ORDER YOU MADESELECT A NEW MOBILE PHONE PLANAPPLY FOR A NEW BANK ACCOUNTSCHEDULE A MEDICAL APPOINTMENTRECEIVE ADVICE FROM A NURSEDOCTR ABOUT A MINOR ISSUEHUMAN INTERACTIONDIGITAL INTERACTIONuWhiIe Al is a powerful tool5we're seeing businesses still require a professional human touch to make truly innovative and effective work.We aim to help them balance this technology with the best of human ingenuity by pairing them with the right freelance experts.*'MlCHAL MILLER LEVI,FIVERRSENIOR DIRECTOR MARKET RESEARCH AND INSIGHTSfiverr.S 山山 AoldW 山 HOLLSG0n-0 SSolSNO_10<trWJ.N 一 山HJ.ZloAJJ Kno HOOdO.LJ.。山 NN 01N<wnH < n-0 X3-< InOc< SNH 山。No。cod01SH 山 WnSN0。lou dx Jsq B IEE *ELU PUB S Luono JnOA Lll-M SUo-I。 UU0。J6UOJp=nq。1 SILl6u- PUELU4ool E Lll-M SLUESU=o4=Jno> J ModLU OI A6OOUIPS E。1 *-E u-*ss6ULUOE PUB soqlBUoaouj 6u _ Ao_d P A_duuOU S 一 A6 IEIS<>10 = UE I(SnlBIS 0 UBIP OI_< 6unqB±o一 LU a!B%