When was the last time you walked away from a web, app or phone experience with a service provider, raving about how much you enjoyed the experience?\u00a0 If you have, you\u2019re one of the lucky few. Unfortunately, awesome customer experiences are hard to come by.<\/p>\n
Let\u2019s see what the data says.<\/p>\n
In an oft-cited study<\/a> a few years ago, Bain & Company reported that 80 percent of B2C companies believe they deliver a “superior experience” to customers. Yet, only 8 percent of customers agree! And, it\u2019s not much better for B2B buyers. More than 80 percent of business purchasers surveyed by Salesforce<\/a> expect a consumer-level customer experience – and two-thirds have switched vendors to get it.<\/p>\n How can that be? It\u2019s because transactional, one-size-fits-all approaches no longer work in today\u2019s marketplace. Customers are looking for deep, personalized relationships that span not just one but multiple transactions over time. Over time, such interactions can build deep trust between the customer and service provider.<\/p>\n With the advent of AI-driven smart assistants, what was once a rare, costly and near-impossible proposition now has a chance of becoming a reality in the coming years.<\/p>\n Let\u2019s take a look at what the future may hold for customers connecting to financial services, a domain we\u2019re focused on every day here at Intuit. This video imagines an awesome customer service experience between John and Elly, an AI-powered voice assistant with deep expertise in finance.<\/p>\n