75% of businesses believe they’re offering a good or excellent personalized customer experience while more than half of consumers think their shopping experiences are average, bad or even poor.

Statistic Info

A solution to improve the customer experience is to implement a Customer Engagement Platform. Twilio is doing just that by tracking data, automating actions, and creating a better relationship with customers by being mindful of their time. Customers’ expectations are shifting, so you need to shift and improve your processes in your business to coincide with it.

Author: Twilio

More Related Stats

Twilio

CRM systems have the potential to increase revenue by 29%.

It is estimated that the global CRM market’s value will grow by over 245% by 2028.

32% of customers will walk away from a brand they love after a single bad experience.

PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%

Companies with highly engaged employees outperform their competitors by 147%

51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.

Around 50% of consumers will use mobile messaging apps for customer service and support.

More than 60% of failed customer support calls could have been solved with better access to data.

Email tops the list of channel utilization with 18.1%

24.6% of marketers have a customer relationship management (CRM) platform as their primary customer engagement tech stack.

More 2022 Stats

43% of support teams are now prioritizing increasing workflow efficiency

72% of consumers say relevant content delivered at the right time and place boosts their trust.

32% of respondents say their organizations are failing to properly distribute data-driven customer insights throughout the organization.

60% of executives don’t feel their organization is tailoring their communications well with their current tools.

56% of survey respondents are encouraging greater cross-functional team collaboration over the next 18 months with the explicit aim of improving customer engagement.

88% of businesses say customer engagment is critical to their bottom line.

93% of customers are more likely to remain loyal to companies with excellent support.

44% of businesses say that siloed efforts with no collaboration are one of the biggest impediments to successful customer engagement.

Recent data reveals that 90% of companies report that they are planning to deploy AI by 2022.

95% of customers choose a business that offers help through all the stages of the purchase.