Global Insights Report: What Increasing Expectations of the Digital Customer Experience Mean for Your Business and Technology Investment

December 7, 2021 by Alison Hillendahl

Experian’s newest Global Insights Report found that consumers are online 25% more today than they were just a year ago, highlighting the importance of the digital customer experience. To acquire customers and retain their loyalty, businesses need to focus on improving the online experience, preventing fraud, and managing credit risk.

This September, Experian surveyed 3,000 consumers and 900 businesses across all industries to explore business priorities and recent changes in consumer activities.

Many businesses and consumers are reportedly feeling more economically stable now than they were a year ago. As consumers resume spending the digital customer experience becomes even more paramount – requiring businesses to invest in scalable software solutions that will accurately assess credit risk and meet ever-changing needs and priorities.

Our research found that:

  • 42% of consumers have increased concern for the safety of banking and shopping transactions
  • Business adoption of advanced analytics has increased over last year, and adoption of artificial intelligence is up from 69% to 74%
  • Consumers are more likely to share their personal data if it improves their experience, with 56% willing to share their contact information
  • The top three consumer priorities continue to be security, privacy and convenience

Download the report to get all the latest insights into consumer desires and business behaviors as we move further through the digital evolution.

Download the report

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