A report by SAP Emarsys and Deloitte reveals a significant disconnect between brands and consumers regarding AI in customer experience. While 89% of marketers see AI as vital for attracting and retaining clients, less than 10% of consumers desire more AI-driven interactions. Instead, consumers prefer personalized offers. This discrepancy is termed the AI Engagement Paradox, revealing that effective AI use can bolster trust and loyalty when harmonized with human elements. The report introduces the Customer Engagement Maturity Index to help brands navigate these challenges, especially as 29% highlight internal complexities in engagement efforts.
89% of consumer goods marketers in the U.S. regard AI as critical for customer acquisition and retention, while only 9% of consumers welcome more AI interactions.
The report identifies the AI Engagement Paradox, indicating that while consumers depend on AI, trust and loyalty rely on its effective implementation.
41% of consumers express a desire for personalized deals over AI-led brand interactions, highlighting a disconnect in expectations from both sides.
The Customer Engagement Maturity (CEM) Index is introduced as a new global benchmark to help brands evaluate their engagement readiness amidst rising consumer expectations.
#ai-engagement-paradox #customer-experience #consumer-preferences #marketing-strategies #personalization
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