New research finds that customers increasingly want their voices heard by brands, literally. Capgemini Research Institute’s Smart Talk: How organizations and consumers are embracing voice and chat assistants study surveyed more than 12,000 consumers who use chat and voice assistants, as well as 1,000 executives representing top industries. The study highlighted the growing popularity of conversational assistance and the business benefits the marketplace is seeing as a result.
Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these conversations. And increasingly, they’re using messaging services to do it.
Messaging services like Apple Business Chat, direct SMS texts, and in-app messaging allow brands to personally engage at scale with people on the platforms...
To deliver great customer experiences, firms must first design them and then orchestrate the complex system of interdependent people, processes, and technology that Forrester calls the customer experience ecosystem to deliver them.