Latest news with #ConversationalExperiences:TheUntapped
New Straits Times
7 hours ago
- Business
- New Straits Times
Businesses talk customer experience but few deliver it, study finds
KUALA LUMPUR: There is a significant gap between what businesses aim to deliver in customer experience and what they actually achieve, with many struggling to use artificial intelligence (AI) effectively to support human-like interactions, a new study has found. The study, conducted by Harvard Business Review Analytic Services in association with cloud communications platform Infobip, surveyed business leaders on the state of conversational experiences. While 93 per cent of respondents acknowledge the importance of positive conversational experiences, only 36 per cent consider their organisations highly effective at delivering them, and just 11 per cent say they use AI effectively to enable human-like interactions. "While everyone talks customer experience, almost no one delivers," Infobip marketing and growth vice president Ben Lewis said in a statement. "When brands can't deliver meaningful, human-like conversations, they don't just lose efficiency, they lose trust. It's time to rethink what customer experience really means in the AI era," he added. The report, Conversational Experiences: The Untapped Potential of AI in Customer Engagement, highlights key barriers, namely poor visibility across platforms, difficulty capturing data along the customer journey and challenges integrating AI-powered features. Nearly half of respondents also cite a lack of best practices and underinvestment in advanced conversational technology. Still, many companies are taking steps to close the gap. In the next 12 months, 50 per cent will focus on automation, 41 per cent on enhancing AI in conversations, and 39 per cent on platform integration. Infobip is helping brands meet those goals. "This isn't about tools, it's about trust," said Lewis. "Every message, chatbot and notification should feel like it understands you. That's what we help brands deliver, across every channel, at any scale."
Business Wire
a day ago
- Business
- Business Wire
Everyone Talks CX. Almost No One Delivers.
VODNJAN, Croatia--(BUSINESS WIRE)--Global cloud communications platform Infobip has today released findings from a new study conducted by Harvard Business Review Analytic Services (HBR-AS) revealing a sharp disconnect in customer experience (CX): while 93% of those surveyed from the HBR audience recognize the high importance of creating positive conversational experiences, only 36% believe their organization is highly effective at it. Even more striking, just 11% report they're highly effective using AI to deliver human-like conversations. "It's time to rethink what customer experience really means in the AI era," said Ben Lewis, VP Marketing and Growth at Infobip. Share The untapped potential of AI in customer engagement The report, 'Conversational Experiences: The Untapped Potential of AI in Customer Engagement' highlights a gap between organizations' ambitions and execution: while many use SMS, messaging apps, email and chatbots at key points, most still fail to deliver the seamless, intuitive conversations customers expect. 'While everyone talks CX, almost no one delivers,' said Ben Lewis, VP Marketing and Growth at Infobip. 'When brands can't deliver meaningful, human-like conversations, they don't just lose efficiency - they lose trust. It's time to rethink what customer experience really means in the AI era'. Why are so many organizations falling short? The study identifies critical roadblocks standing between brands and the modern customer: poor visibility of activity across all platforms (48%), difficulty capturing customer data across all stages of the customer journey (46%) and challenges integrating AI-powered features into communication platforms (44%). Nearly half cite a lack of best practices around using communication platforms (49%) and insufficient investment in advanced conversational technology (48%). Improving conversational CX with automation, AI and integration Encouragingly, companies recognize the need to close the gap. Over the next 12 months, when it comes to improving conversational experiences, 50% are prioritizing making processes more automated, 41% are prioritizing enhancing the use of AI in conversations, and 39% are prioritizing integration of communication platforms. Infobip is leading that charge powering customer interactions that are automated, personalized and fully human at scale. 'This isn't about tools - it's about trust,' said Lewis. 'Every message, chatbot and notification should feel like it understands you. That's what we help brands deliver - across every channel, at any scale.' For more information or to download the full report, visit About Infobip Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip's omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
