Top 5 Most Frustrating Digital Customer Experiences
Be honest...How many times did you swipe right to see the content? How many swipes did it take before you felt the sting of frustration?
Just like this static image that cheekily defies your expectations, we’ve all encountered digital user experiences that leave us frustrated and annoyed.
Just like this image, our customers experience frustration when they encounter unexpected increases in effort, time, or cost, choice overload, and privacy concerns during their interactions with businesses. Despite technological advancements enhancing efficiency and decision-making, these factors contribute to negative emotional experiences that taint the overall customer journey.
In a world that's digital-first, where every interaction with our brand, services, and products can be the defining moment, it’s startling to know that 38% of senior executives admit to a gap in empathy—they can’t put themselves in their customers' shoes.
Every tweak, revision, or upgrade we make to our digital interfaces holds the potential to disrupt the finely balanced user experience. A single glitch can be the difference between a loyal customer and a lost one. Elevating digital customer experience calls for leaders to deeply understand and empathize with their users, crafting journeys that are not only customer-centric but also reflective of their desires and pain points, and deploying AI-driven insights to ensure responsiveness and personalization in real-time.
Key statistics from Verint’s State of Digital CX Report 2023
50% of consumers have used social media and/or a private messaging channel to contact a business. The use of social media to engage with a business has increased by 14% over the past year while private messaging has increased by 13%.
31% of consumers have higher customer service expectations than last year, an increase of 𝟏𝟏% year-over-year.
69% of consumers have stopped doing business with a company due to a single poor customer experience, an increase of 5%.
46% of businesses say their legacy systems are one of the biggest barriers when trying to implement a digital customer engagement strategy, up by 15% from 2022.
References:
CSG 2024 State of Customer Experience Report: 2024 State of the Customer Experience Report | CSG (csgi.com)
Verint - The 2023 State of Digital Customer Experience Report - An industry analysis of consumers’ and businesses’ digital engagement expectations: https://www.verint.com/wp-content/uploads/2023-state-of-digital-cx-report.pdf
