Conduent：2018年消费者体验调查报告（英文版）(30页).pdf

1、The State of Consumer Experience 2018 Communications 2The State of Consumer Experience 2018 66% of consumers want 10-minute resolution. 54% of enquiries resolved in the first stepup 159% on 2017. 89% of consumers believe their Communications provider has shown limited or no levels of familiarity wit

2、h them whatsoever. Communications providers not ready for Chatbot migration. 42% of consumers using Chatbots/Voicebots would welcome a human safety-net. 37% of consumers claim they have received an exceptional experience from their Communications provider: Theres room for improvement. Overview of th

3、e survey 01? 10 3The State of Consumer Experience 2018 Content Overview of the survey 2 Executive Summary 4 Introduction 5 1. Consumer experience today 6 Consumer experience in 2018 7 Are you digitally savvy? 8 How well do you know your customers? 9 The 2018 customer personas 10 The customer interac

4、tion landscape 11 Channel engagement indicators 12 2. Immediate resolution the expected norm 13 Achieve results in 10 minutes 15 The customer journey and the gap 16 New channels underperforming 17 Your website is key to closing the experience gap 18 Helpdont hinderthe self-help masses 19 3. Individu

5、alization for the customer base 20 Primary channel trust 22 The value exchange imbalance 23 4. Building better experiences 24 Humanizing digital 26 Chatbot romance still early days 27 Frustration is driving Chatbot adoption 28 Conclusion: Preparing for the digital future 29 4The State of Consumer Ex

6、perience 2018 Communications providers yet to successfully integrate Individualization, Immediacy and Intelligence to meet customer requirementsand theyre losing competitive advantage. 89% of Communications providers do not have sufficient customer data to develop an intelligent and individualized c