Latest news with #CustomerExperienceBenchmark
Sinar Daily
29-06-2025
- Business
- Sinar Daily
Survey finds consumers warming to AI, frustrated by omnichannel gaps
The report also stated that 67 per cent of respondents would switch service providers if communications did not meet their expectations, underlining the importance of effective engagement. 29 Jun 2025 06:00pm Global consumers are increasingly open to AI in healthcare, finance and insurance customer experiences, signalling a shift in expectations for personalised and efficient service. - 123RF photo KUALA LUMPUR - A growing number of global consumers are ready to embrace artificial intelligence (AI) in customer experiences within healthcare, financial services and insurance sectors but continue to be frustrated by poor omnichannel services and outdated data collection processes, according to new research by Smart Communications. In its 2025 Customer Experience Benchmark report, the technology firm said the survey, which polled 3,000 consumers worldwide, found 62 per cent rated communications from service providers in these sectors as good or excellent, with notable gains in banking (67 per cent), insurance (46 per cent) and healthcare (75 per cent). Despite growing AI acceptance, many consumers remain frustrated by inconsistent omnichannel services and complex digital forms, highlighting the need for simpler, faster data collection processes. - Photo illustrated by Sinar Daily However, the report also noted that 67 per cent of respondents would switch service providers if communications did not meet their expectations, underlining the importance of effective engagement, according to a statement. "Customer expectations are shaped by top brands in retail and technology. When sectors like healthcare and banking fall short, they risk losing customer loyalty,' said Smart Communications chief executive officer, Leigh Segall. The survey revealed a shift in consumer attitudes towards AI, with 54 per cent open to receiving health recommendations, 51 per cent to insurance plan changes, and 46 per cent to financial advice powered by AI. Meanwhile, concern over data security and ethical use has declined, with only about 31 to 32 per cent of respondents expressing hesitation. Despite this growing trust, only 13 per cent of consumers believe generative AI surpasses humans in crafting customer communication content, while 46 per cent insist on human oversight of AI-generated content. On omnichannel experience, just 54 per cent of respondents expressed satisfaction, and 60 per cent said they would trust companies more if these experiences were consistent. Preferences varied by generation, with email most favoured by the Silent Generation (48 per cent) and least by Generation Z (39 per cent). Print ranked lowest across all groups. The study also highlighted challenges with data intake processes. Some 66 per cent of consumers, including 73 per cent of Millennials and 71 per cent of Generation Z said they would abandon interactions if forms were too complex. About 90 per cent of respondents ranked speed and simplicity as key when completing forms, while 63 per cent preferred guided digital forms over fillable PDFs. A further 77 per cent expressed a preference for digital over manual processes such as printing or mailing. - BERNAMA More Like This
Barnama
25-06-2025
- Business
- Barnama
AI Crosses The Trust Threshold: Half Of All Consumers Embrace It For Critical Life Advice
NEW YORK, June 25 (Bernama) -- Smart Communications, a leading technology company focused on helping businesses engage in more meaningful customer conversations, released its 2025 Customer Experience Benchmark research today. The global survey of 3000 consumers found that while many are ready for artificial intelligence (AI) to enhance their experiences in healthcare, financial services and insurance, they remain frustrated with poor omnichannel experiences and outdated form processes. 'Customers' expectations are set by the best brands in retail, technology and eCommerce,' said Leigh Segall, CEO, Smart Communications. 'When healthcare, banking and insurance organizations fail to meet these expectations, they risk losing customer loyalty and business. That's why we set out every year to gauge where that bar is set, and light the way for organizations in these industries to exceed their customers' expectations through frictionless, digital-first experiences.'
Techday NZ
25-06-2025
- Business
- Techday NZ
Poor data intake drives customer disengagement in Australia & NZ
Smart Communications has published its 2025 Customer Experience Benchmark research, which reveals that poor communication methods and outdated data intake processes are contributing to significant customer disengagement across Australia and New Zealand. Key findings The global survey, which included responses from 3,000 consumers, examined experiences with healthcare, financial services, and insurance organisations. The research indicates that although consumer attitudes towards artificial intelligence (AI) are improving, a majority remain dissatisfied with current omnichannel communication offerings and form-filling processes. Nearly two-thirds of Australian (64%) and New Zealand (60%) consumers indicated that they would end their interaction with a company if the data intake process was too complex. This sentiment was particularly pronounced among Millennials (73%) and Generation Z respondents (71%). The study also found that 61% of Australian and 58% of New Zealand respondents rated their communications from service providers as good or excellent. However, 84% in Australia and 85% in New Zealand considered customer communications an important part of their overall experience, and a large proportion—67% in Australia and 61% in New Zealand—would consider switching companies if communications did not meet expectations. According to Leigh Segall, Chief Executive Officer at Smart Communications, "Customers' expectations are set by the best brands in retail, technology and eCommerce. When healthcare, banking and insurance organisations fail to meet these expectations, they risk losing customer loyalty and business. That's why we set out every year to gauge where that bar is set and light the way for organisations in these industries to exceed their customers' expectations through frictionless, digital-first experiences." AI acceptance and trust The report highlights that consumers are displaying increased openness to the use of AI in customer communications, particularly when its benefits are demonstrated through real-world scenarios. Nearly half of all ANZ respondents stated they would value AI for financial advice (41% in both countries), suggestions for insurance plan changes (46% AU, 54% NZ), or health recommendations (47% AU, 49% NZ). Less than half of all respondents expressed concerns about AI's secure or ethical handling of data, with figures at 39% in Australia and 45% in New Zealand for security, and 39% in Australia and 44% in New Zealand for ethics. Notably, only 37% of respondents believe that a disclaimer is necessary every time AI is used in customer communications, compared to 77% a year earlier. Despite increasing comfort and trust in AI, confidence in its communication abilities remains low. Only 15% of Australian and 9% of New Zealand participants believe generative AI outperforms humans in creating customer communications content. Over half (51% AU, 55% NZ) believe human oversight of AI-generated content is necessary. Omnichannel experiences and communication preferences Findings showed just over half (54%) of consumers reported satisfaction with omnichannel experiences from service providers. Trust in organisations was also associated with the quality of these experiences, with 53% of Australians and 44% of New Zealanders more likely to trust companies that offered a consistent approach across channels. Preferences also varied by generation, with Silent Generation respondents (aged 79 to 97) most likely to favour email (48%), while only 39% of Generation Z chose email as their first choice. Print communication was the least preferred overall, at 12%. Digital forms crucial for engagement Form filling remains a significant cause of customer frustration. Two-thirds of respondents said they would abandon a business if the data intake process proved too onerous, underscoring the importance of simplicity and speed. A large majority (90%) cited these as their top priorities when completing forms. Guided digital forms were preferred by 63% of all consumers over fillable PDF documents. There was strong support for digital data collection options, with 80% of Australian and 74% of New Zealand respondents favouring digital processes over those requiring printing, scanning, or mailing. "The data is clear: consumers are ready to see what AI can do," said Leigh Segall. "Organisations have an opportunity to use this groundbreaking technology to create outstanding customer experiences that exceed consumer expectations. Our research shows them where to start, by orchestrating smarter omnichannel experiences." Additional detailed findings, charts, and analyses are available through Smart Communications' digital resources, providing insights by industry, region, and demographic groups. The research was carried out online with a nationally representative audience of customers from the insurance, financial services, and healthcare sectors in the US, UK, APAC—including Australia and New Zealand—and German-speaking markets.
