Chatbots are not consistently meeting customers’ needs and goals A recent survey conducted by Gartner, Inc. unveiled that only 8 per cent of customers utilized a chatbot during their most recent customer service experience. Furthermore, of those who did interact with a chatbot, only 25 per cent expressed their willingness…
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Safety, trust, and customer experience are crucial for success Merkle, dentsu’s leading technology-enabled, data-driven customer experience management (CXM) company, launched its global B2B Superpowers Index; the guide for brands endeavouring to deliver exceptional B2B experiences and increase their customer base. The report was developed by Merkle B2B, which provides an integrated…
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72 per cent of B2B buyers have completed a significant transaction. Nearly three out of four B2B buyers (72 per cent) reported completing a recent significant purchase by ordering and paying online, according to Gartner, Inc. A Gartner survey of 725 B2B buyers from November through December 2021 found that…
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B2B customers expect companies to be well informed about personal interactions. Seventy-one percent of B2C customers and 86 per cent of B2B customers expect companies to be well-informed about their personal information during a service interaction, according to a survey by Gartner, Inc. A Gartner survey of more than 5,800…
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