This dataset provided statistics and performance metrics about the volume and responsiveness in engaging with customers via several customer engagement channels. Data was provided for New York City Transit Subway and Bus customer engagement and customer service teams between May 2017 and May 2022.

As of December 2020, ** percent of North American retailer survey respondents stated that their main customer engagement priority for 2021 was offering additional customer delivery options and pickup. Improving and personalizing the customer journey featured in a number of the top priorities for retailers.

In 2024, the rise of digital engagement (including chatbots) had the biggest impact on customer expectations by an increasing emphasis on speed/convenience. Almost ** percent of respondents said it has effected their contact center in such a way. Another significant expectation was on round the clock, every day support. Roughly ** percent of those involved with contact centers stated customer expectations were now expecting their issues to be solved at any time and and on any day.

For ** percent of UK consumers, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A recent survey conducted by Sales Force with respondents across Millennial, Gen X and Baby Boomer generations also revealed that a quarter of consumers preferred mobile apps. Voice assistants, although catching up with more and more consumers, were favored by only * percent of respondents.

The Customer Engagement and Feedback market has emerged as a vital component for businesses looking to enhance their relationship with consumers while adapting to the ever-evolving landscape of digital communication. At its core, this market focuses on understanding customer sentiments, preferences, and behaviors th

The Customer Engagement Solutions market has evolved significantly over the past decade, transforming how businesses interact with their customers. At its core, customer engagement solutions provide businesses with the tools to facilitate meaningful interactions, build stronger relationships, and improve overall cus

In 2025, a significant number of brand leaders are turning to AI tools to enhance their strategies. Around ** percent of brands plan to use AI to eliminate guesswork during the discovery process, while about ** percent aim to leverage AI to improve the overall user experience. With almost ** percent of brands seeking to differentiate themselves from the competition during discovery. Impact on customer loyalty and revenue The push towards AI-driven customer experiences is not without reason. A 2024 survey revealed that ** percent of manufacturing companies in the United States saw growth in customer loyalty and satisfaction after improving their digital customer experience. Moreover, about half of these companies reported increased revenue as a direct result of these improvements. This data suggests that investing in AI-enhanced customer experiences can yield tangible benefits for businesses across various sectors. Challenges and consumer perceptions Despite the promising outlook, the adoption of AI in customer service faces hurdles. As businesses work to overcome these challenges, addressing the expertise shortage will be crucial for successful AI integration and improving consumer trust in AI-powered customer service.

The Digital Customer Engagement Solutions market has emerged as a pivotal component for businesses aiming to enhance their customer interactions and streamline communication in an increasingly digital world. This market encompasses a wide range of tools and platforms designed to facilitate meaningful engagement with

During a 2022 survey carried out among marketing leaders worldwide, ** percent of respondents stated they used pre-produced videos as a digital consumer engagement tactic. Another ** percent were also relying on the livestream video format as a digital engagement technique. User-generated content (UGC) was used by ** percent of global marketers in their online engagement efforts.

Introduction

Loyalty Management Statistics: Loyalty management has become an essential strategy for businesses aiming to boost customer retention, encourage repeat purchases, and cultivate lasting relationships. In the face of heightened competition and shifting consumer expectations, well-designed loyalty programs have proven to be key in fostering brand loyalty and enhancing customer lifetime value.

The adoption of advanced technologies, such as AI and data analytics, has revolutionized loyalty management by allowing for more personalized and adaptive reward systems. As companies continue to prioritize customer-centric approaches, optimizing loyalty management solutions has gained even more importance. This shift is reflected in the increasing implementation of loyalty programs across various industries, with businesses dedicating more resources to tailored solutions that drive customer engagement and strengthen connections.

The rise of digital transformation and AI-driven solutions has been pivotal in this transition, allowing organizations to offer more personalized rewards and experiences. Loyalty management platforms have become essential tools for enhancing customer engagement, helping businesses analyze consumer behavior, improve customer experiences, and cultivate lasting loyalty.

The Customer Engagement Software market has become a cornerstone for businesses seeking to enhance interactions with their customers through innovative technology solutions. This sector encompasses various platforms designed to foster meaningful connections, streamline communication, and optimize customer experience

The Customer Relationship Management (CRM) Customer Engagement Center market plays a vital role in modern business, concentrating on enhancing customer interactions and optimizing communication strategies. As organizations strive to create lasting relationships with their clients, the demand for CRM solutions that f

Introduction

Digital Marketing Statistics: The digital marketing landscape continues to transform, driven by advancements in technology and shifts in consumer behaviors. As businesses increasingly turn to online platforms, digital marketing has become an essential tool for reaching target audiences.

The widespread adoption of mobile devices, social media, and emerging technologies, including artificial intelligence and big data analytics, drives the growth in digital advertising. As a result, marketers are focusing on personalized content, automation, and data-informed strategies to boost customer engagement and drive conversions.

This evolving environment underscores the growing significance of digital marketing, which is playing a pivotal role in shaping business strategies and transforming the dynamics of consumer-brand interactions across various sectors.

For ** percent of consumers in Europe, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A survey conducted by Sales Force with European respondents across millennial, Gen X and Baby Boomer generations also revealed that voice assistants such as Siri and Alexa were gaining popularity. ** percent of consumers stated that they used such devices when they are communicating with companies.

Introduction

Content Marketing Statistics: Content marketing has evolved into a vital strategy for businesses seeking to engage their target audiences, enhance brand visibility, and generate leads. Recent years have witnessed notable changes in the way content is developed, shared, and consumed.

Current statistics underscore the effectiveness of content marketing, with companies allocating more resources to creating relevant and impactful content that resonates with their target audiences. Businesses prioritizing content marketing are experiencing increased web traffic, higher conversion rates, and improved customer loyalty.

Furthermore, advancements in AI-powered tools, data analytics, and content creation technologies have enabled businesses to refine their strategies and optimise their return on investment. These developments underscore the increasing importance of content marketing in the digital era, solidifying its position as a vital component of contemporary marketing strategies across diverse sectors.

The E-tail Customer Engagement Solutions market is a dynamic and rapidly evolving sector that focuses on enhancing the interactions between online retailers and their customers. As e-commerce continues to flourish, driven by increased internet penetration and changing consumer behaviors, the importance of effective

The Intelligent Customer Engagement (ICE) market has emerged as a pivotal force reshaping how businesses interact with their customers. Utilizing advanced technologies such as artificial intelligence (AI), machine learning, and data analytics, ICE empowers organizations to create tailored, meaningful customer intera

The Live Customer Engagement Tools market has evolved significantly in recent years, becoming an essential component for businesses seeking to enhance their customer interaction strategies. These tools empower organizations to communicate with customers in real time, fostering more meaningful connections and driving

The Customer Engagement and Analytics Software market is rapidly evolving, driven by the need for businesses to foster deeper relationships with their customers and leverage data for informed decision-making. This segment of the software industry is essential for companies seeking to enhance customer experiences, im

In 2021, more than ** percent of organizations worldwide revealed that for them one of the most important drivers of customer experience (CX) is improving customer engagement. During the survey, **** percent of organizations stated that they are entirely satisfied with their organizations' current CX capability.