Business
LivePerson's 2023 State of Customer Engagement report reveals sharp disconnects between brands and consumers on CX and AI
Consumers became more critical of customer engagement over the past year, and disagree with the high marks brands give themselves for personalization and
About this update from Liveperson, Inc.
[{"type":"text","content":"Consumers became more critical of customer engagement over the past year, and disagree with the high marks brands give themselves for personalization and automation\nPositive sentiment toward AI experiences rises to an all-time high, with Gen Z shoppers most excited about getting help and making purchases through automation\nNEW YORK, Feb. 15, 2023 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), a global leader in Conversational AI, today revealed the results of its 2023 State of Customer Engagement report, providing a detailed look at how both enterprises and their customers view digital experiences, conversational commerce, and chatbots and AI.\n\n \n \n \n \n \n \n\n \nThe report, based on survey results from over 2500 consumers and more than 1000 brand executives, finds that there are large gaps between how brands think about and execute customer engagement strategies, and what their customers actually want. The survey also reveals how brands can close these gaps: creating more personalized experiences, using conversational tools instead of cookies, and leveraging AI to create better engagement.\nKey learnings from the 2023 State of Customer Engagement report include:\nBrands think they'll get a break when times are tough, but their customers are actually getting more critical.With brands currently operating in an environment where they're having trouble hiring and are looking for ways to cut costs — typically causes of degraded customer engagement — 62% of consumers say they're actually more critical of how brands engage them now than they were a year ago.\nFor example, 57% of consumers say long wait times matter more to them now than they did a year ago. Troublingly, 77% of brands believe the opposite.\nOn top of that, 40% of consumers say they'd switch to a competitor if a brand took more than 30 minutes to reply — even if it was their favorite brand.\nConsumers (especially Gen Z) will spend more when they get personalized experiences, but brands' traditional personalization methods turn them off.76% of consumers (81% for ages 18-24) said they are more likely to make a purchase if they feel a personal connection with a brand. However, they don't want to feel like they're being tracked.\nMore than half (58%) don't want brands to use cookies to track their activity for better personalization, but 81% of brands say it's highly im...