1、2023 State of Customer Engagement ReportYour customers are speaking.But are you actively listening?Understanding your customers is critical for their satisfaction,engagement,and retention.Plenty of brands believe they have that understanding.That those relationships are tight and unbreakable.Custome

2、rs disagree.203MethodologyExecutive summaryCustomers are getting more criticalCreating personal connections with customersHow to implement&improve AI for better engagementAbout LivePerson&how we can help0406070912Table of contents3MethodologyIn November 2022,LivePerson commissioned a PureSpectrum on

3、line survey of 2,517 consumers aged 18 and older,as well as 1,022 executives at B2C brands with more than 500 employees.Respondents were based across the USA,UK,and Australia.The goal was to understand the attitudes of consumers toward customer engagement,digital experiences,and chatbots and convers

4、ational AI.They were asked a series of questions on the topics of messaging,bots and automation.The results are summarized in this report.4Reality doesnt match perceptionThere is a disconnect between brands and their customers.According to the data,there are large gaps between how brands think about

5、 and execute customer engagement strategies,and what customers actually want.Customers have realized their buying power and loyalty gives them a voice in how they are treated,and they are becoming impatient.Meanwhile,brands are under the false impression that their strategies are working just fine,w

6、ith room for some mild improvements.Despite those gaps,the majority of customers generally likes how brands are attempting to engage.They see messaging and automation as net positives.However,they are looking for more effective and efficient experiences and are becoming more critical than ever,even