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Qualtrics：2026年消费者体验趋势报告（中译版）（24页）.pdf

上传人： 1****1 编号：932247 2025-10-11 24页 4.12MB

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1、2 /Qualtrics 2026 Consumer Experience Trends Report /Introduction Introduction2026 creates a window of opportunity for organizations unlike any that we have seen in five years of studying consumer experience trends.In a global economic and political climate that is teeming with uncertainty,and in an

2、 ongoing technological transformation,people are remarkably open to change.After hitting a low in 2025,consumer comfort using AI has rebounded dramatically.But too many businesses are squandering this opportunity by deploying AI to cut costs,not solve problems,and their customers can tell the differ

3、ence.“Nearly 1 in 5 consumers who have used AI for customer service saw no benefits from the experience.A failure rate nearly 4x higher than for AI use on average.”All of this is good news for businesses that get their AI strategy right implementing this technology to deliver more personal experienc

4、es and resolve issues in a way thats satisfactory,not just cheap.Doing so will build trust and loyalty and durable business growth.bad experiences result incustomers cutting their spend1 in 23 /Qualtrics 2026 Consumer Experience Trends Report /Introduction IntroductionSince we began studying consume

5、r experience trends,one thing has not changed:consumers remain constant about what really matters to win their loyalty the experience.Satisfied consumers are four times more likely to recommend,almost four times more likely to trust,and almost two and a half times more likely to purchase more.So in

6、2026,businesses need to think intentionally about their path to success and the role AI will play in helping them get there.Is it a short-term fix to lower the cost-to-serve?Or is it the bedrock of a transformation that redefines the experience your customers keep coming back for?Uncertain times mea

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根据《》标记中的内容，以下是对全文主要内容的简明概括： 1. **AI客户服务失败**：尽管消费者对AI的接受度提高，但AI客户服务未能满足期望，近五分之一的消费者表示没有从AI客户服务中获得任何好处。 2. **调查疲劳**：消费者越来越不愿意参与调查，30%的消费者在不良体验后保持沉默，企业需要通过多种渠道收集反馈。 3. **价值不足以保证忠诚度**：消费者在选择企业时，价值是首要考虑因素，但体验（产品与服务的结合）与忠诚度最为相关。 4. **透明度与个性化**：消费者对个性化体验的需求增加，但同时对数据共享的透明度和控制权有更高的要求，32%的消费者对信息用于个性化感到不舒服。 5. **信任是关键**：建立和维护消费者信任对于企业至关重要，透明度和负责任的数据使用是赢得信任的关键。
"AI客服失败？如何转型？" "顾客不再沉默，企业如何应对？" "数据透明化，个性化体验如何平衡？"
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