Broadridge：2023年客户体验洞察报告（英文版）（35页）.pdf

1、Understanding how to transform the communications experience beyond expectations2023 CX and Communications Consumer InsightsContentsEconomic VolatilityData SecurityPaper to DigitalNext-level CommunicationsOmni-channelCX ExpectationsKey Takeaways2023 CX and Communications Insights2About this studyBro

2、adridge commissioned Big Village to conduct this CARAVAN survey.The survey was administered October 28-November 7,2022 to 4,014 U.S.and Canadian residents aged 18 and older.The U.S.data was weighted to age,sex,geographic region,race,and education.The Canadian data was weighted to age,sex,and geograp

3、hic region.The figures are statistically significant at the 95 percent confidence level with a+/-1.55%margin.ContentsCX Expectations 03Economic Volatility:The Impact on CX 05Omni-channel:Delivering the Right Balance 12Shifting Focus:From Paper to Digital 20Data Security:Getting Personal 27Key Takeaw

4、ays 30Take Your Communications to the Next Level 32Our fifth annual report reveals what consumers really want from their communications experience and whats on the line if you dont deliver.Connecting with more than 4,000 consumers,we asked about their expectations for how they receive and access inf

5、ormation,their preferences for different communication channels,their interest in moving from paper to digital,and their concerns about privacy and data security.What we learned can help you improve your customers communications experience,strengthen loyalty,and prepare your business for the next ph

6、ase of digital transformation.What follows are highlights from this consumer research,along with interesting points of correlation to enterprise research that Broadridge has conducted.ContentsEconomic VolatilityData SecurityPaper to DigitalNext-level CommunicationsOmni-channelCX ExpectationsKey Take