40 Stats: Digital Transformation + Customer Experience

The difference between epic and epic failure is experience. Digital transformation and the integration between marketing and advertising technology is the fuel for that experience. Here are some fun stats that demonstrate how digital transformation can impact customer experience and disrupt the market!

  • Two-thirds of global CEOs will start focusing on digital strategies to improve customer experience by the end of 2019. *Seagate

  • 34% of companies have already undergone a digital transformation. *Smart Insights

  • 44% of companies have already moved to a digital-first approach for customer experience. *IDG

  • 56% of CEOs said digital improvements have led to revenue growth. *Gartner

  • 75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences. *Accenture

  • More than half of consumers expect a response from customer service within an hour, even on weekends. *Edelman Digital

  • 20.4 billion devices will be connected to the Internet of Things by 2020. *Vxchnge

  • One-third of all purchases during the 2018 holiday shopping season were made on smartphones. *TechCrunch

  • 79% of consumers have made a purchase using a mobile device in the last six months. *Outer Box Design

  • 80% of consumers look up product information, reviews and prices on their smartphones while shopping in a physical store. *Outer Box Design

  • By 2020, 25% of customer service operations will use virtual customer assistants like chatbots, up from 2% in 2017. *Gartner

  • More than 40% of all data analytics projects will relate to customer experience by 2020. *Gartner

  • Two-thirds of all customer experience initiatives will use IT by 2022, a jump from half in 2017. *Gartner

  • 60% of companies think they’re providing a good mobile experience, but only 22% of consumers feel the same. *Qualtrics

  • 76% of consumers think companies should understand their expectations and needs. *Salesforce

  • Email is the most commonly used customer service channel, with 54% of consumers using email to contact a company in 2018. *Forrester

  • An additional 34% of companies say they’ll fully adopt digital transformation in the next 12 months. *Seagate

  • 33% of consumers who ended their relationship with a company last year did so because the experience wasn’t personalised enough. *Accenture

  • 43% of Millennials contact customer service from a mobile device. *Microsoft

  • 40% of customers prefer talking to a real human on the phone for complicated issues. *American Express

  • 79% of Millennials are more willing to buy from brands that have a mobile customer service portal. *Microsoft

  • 90% of consumers expect companies to have an online portal for customer service.*Microsoft

  • 66% of consumers have used three or more communications channels to contact a brand’s customer service. *Microsoft

  • More than 60% of Americans prefer solving basic customer service issues through a self-service website or app. *American Express

  • AI spending is expected to total $35.8 billion in 2019, a 44% jump from 2018. *IDC

  • 73% of consumers use more than one channel during their shopping journey. *Harvard Business Review

  • Omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money. *Harvard Business Review

  • 65% of consumers research products online before stepping foot inside a store. *Retail Dive

  • 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. *Gladly

  • 42% of consumers’ total time spent online is on mobile devices. *Stone Temple

  • 53% of people will abandon a mobile site if it takes longer than three seconds to load. *Google Marketing Platform

  • 57% of people won’t recommend a business if its website isn’t designed well for mobile use. *Sweor

  • 63% of Millennials start their customer service interactions online. *Microsoft

  • 72% of customers expect companies to know their purchase history regardless of what method of communication they used, such as chat, phone or email. *NICE

  • 9 out of 10 consumers want an omni-channel experience with seamless service between communication methods. *UC Today

  • 84% of customer-centric companies focus on the mobile customer experience. *Vision Critical

  • 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed. *Forrester

  • 76% of companies are investing in emerging technology. *Accenture

  • 15% of all customer service interactions will be handled solely by AI in 2021, a 400% increase from 2017. *Gartner

  • 31% of companies have invested in AI in an effort to get ahead of the competition. *Accenture

If you have any stats you'd like to share as well, please don't hesitate to post them in the comments!

Whether you are just starting out or advanced on your digital transformation journey, reach out to me, I'd be happy to help. Contact me here.

Originally posted on Linkedin

Adnan Khan1 Comment