Accessibility Statement Skip Navigation
  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing
  • Login
  • GDPR
  • Create a Free Account
Return to PRWeb homepage
  • News
  • Resources
  • Contact
When typing in this field, a list of search results will appear and be automatically updated as you type.

Searching for your content...

No results found. Please change your search terms and try again.
  • News in Focus
      • Browse News Releases

      • All News Releases
      • Multimedia Gallery

      • All Multimedia
      • All Photos
      • All Videos
  • Business & Money
      • Auto & Transportation

      • Aerospace, Defense
      • Air Freight
      • Airlines & Aviation
      • Automotive
      • Maritime & Shipbuilding
      • Railroads and Intermodal Transportation
      • Supply Chain/Logistics
      • Transportation, Trucking & Railroad
      • Travel
      • Trucking and Road Transportation
      • View All Auto & Transportation

      • Business Technology

      • Blockchain
      • Broadcast Tech
      • Computer & Electronics
      • Computer Hardware
      • Computer Software
      • Data Analytics
      • Electronic Commerce
      • Electronic Components
      • Electronic Design Automation
      • Financial Technology
      • High Tech Security
      • Internet Technology
      • Nanotechnology
      • Networks
      • Peripherals
      • Semiconductors
      • View All Business Technology

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Financial Services & Investing

      • Accounting News & Issues
      • Acquisitions, Mergers and Takeovers
      • Banking & Financial Services
      • Bankruptcy
      • Bond & Stock Ratings
      • Conference Call Announcements
      • Contracts
      • Cryptocurrency
      • Dividends
      • Earnings
      • Earnings Forecasts & Projections
      • Financing Agreements
      • Insurance
      • Investments Opinions
      • Joint Ventures
      • Mutual Funds
      • Private Placement
      • Real Estate
      • Restructuring & Recapitalization
      • Sales Reports
      • Shareholder Activism
      • Shareholder Meetings
      • Stock Offering
      • Stock Split
      • Venture Capital
      • View All Financial Services & Investing

      • General Business

      • Awards
      • Commercial Real Estate
      • Corporate Expansion
      • Earnings
      • Environmental, Social and Governance (ESG)
      • Human Resource & Workforce Management
      • Licensing
      • New Products & Services
      • Obituaries
      • Outsourcing Businesses
      • Overseas Real Estate (non-US)
      • Personnel Announcements
      • Real Estate Transactions
      • Residential Real Estate
      • Small Business Services
      • Socially Responsible Investing
      • Surveys, Polls and Research
      • Trade Show News
      • View All General Business

  • Science & Tech
      • Consumer Technology

      • Artificial Intelligence
      • Blockchain
      • Cloud Computing/Internet of Things
      • Computer Electronics
      • Computer Hardware
      • Computer Software
      • Consumer Electronics
      • Cryptocurrency
      • Data Analytics
      • Electronic Commerce
      • Electronic Gaming
      • Financial Technology
      • Mobile Entertainment
      • Multimedia & Internet
      • Peripherals
      • Social Media
      • STEM (Science, Tech, Engineering, Math)
      • Supply Chain/Logistics
      • Wireless Communications
      • View All Consumer Technology

      • Energy & Natural Resources

      • Alternative Energies
      • Chemical
      • Electrical Utilities
      • Gas
      • General Manufacturing
      • Mining
      • Mining & Metals
      • Oil & Energy
      • Oil and Gas Discoveries
      • Utilities
      • Water Utilities
      • View All Energy & Natural Resources

      • Environ­ment

      • Conservation & Recycling
      • Environmental Issues
      • Environmental Policy
      • Environmental Products & Services
      • Green Technology
      • Natural Disasters
      • View All Environ­ment

      • Heavy Industry & Manufacturing

      • Aerospace & Defense
      • Agriculture
      • Chemical
      • Construction & Building
      • General Manufacturing
      • HVAC (Heating, Ventilation and Air-Conditioning)
      • Machinery
      • Machine Tools, Metalworking and Metallurgy
      • Mining
      • Mining & Metals
      • Paper, Forest Products & Containers
      • Precious Metals
      • Textiles
      • Tobacco
      • View All Heavy Industry & Manufacturing

      • Telecomm­unications

      • Carriers and Services
      • Mobile Entertainment
      • Networks
      • Peripherals
      • Telecommunications Equipment
      • Telecommunications Industry
      • VoIP (Voice over Internet Protocol)
      • Wireless Communications
      • View All Telecomm­unications

  • Lifestyle & Health
      • Consumer Products & Retail

      • Animals & Pets
      • Beers, Wines and Spirits
      • Beverages
      • Bridal Services
      • Cannabis
      • Cosmetics and Personal Care
      • Fashion
      • Food & Beverages
      • Furniture and Furnishings
      • Home Improvement
      • Household, Consumer & Cosmetics
      • Household Products
      • Jewelry
      • Non-Alcoholic Beverages
      • Office Products
      • Organic Food
      • Product Recalls
      • Restaurants
      • Retail
      • Supermarkets
      • Toys
      • View All Consumer Products & Retail

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Health

      • Biometrics
      • Biotechnology
      • Clinical Trials & Medical Discoveries
      • Dentistry
      • FDA Approval
      • Fitness/Wellness
      • Health Care & Hospitals
      • Health Insurance
      • Infection Control
      • International Medical Approval
      • Medical Equipment
      • Medical Pharmaceuticals
      • Mental Health
      • Pharmaceuticals
      • Supplementary Medicine
      • View All Health

      • Sports

      • General Sports
      • Outdoors, Camping & Hiking
      • Sporting Events
      • Sports Equipment & Accessories
      • View All Sports

      • Travel

      • Amusement Parks and Tourist Attractions
      • Gambling & Casinos
      • Hotels and Resorts
      • Leisure & Tourism
      • Outdoors, Camping & Hiking
      • Passenger Aviation
      • Travel Industry
      • View All Travel

  • Policy & Public Interest
      • Policy & Public Interest

      • Advocacy Group Opinion
      • Animal Welfare
      • Congressional & Presidential Campaigns
      • Corporate Social Responsibility
      • Domestic Policy
      • Economic News, Trends, Analysis
      • Education
      • Environmental
      • European Government
      • FDA Approval
      • Federal and State Legislation
      • Federal Executive Branch & Agency
      • Foreign Policy & International Affairs
      • Homeland Security
      • Labor & Union
      • Legal Issues
      • Natural Disasters
      • Not For Profit
      • Patent Law
      • Public Safety
      • Trade Policy
      • U.S. State Policy
      • View All Policy & Public Interest

  • People & Culture
      • People & Culture

      • Aboriginal, First Nations & Native American
      • African American
      • Asian American
      • Children
      • Diversity, Equity & Inclusion
      • Hispanic
      • Lesbian, Gay & Bisexual
      • Men's Interest
      • People with Disabilities
      • Religion
      • Senior Citizens
      • Veterans
      • Women
      • View All People & Culture

  • Hamburger menu
  • Cision PRWeb provides efficient communication tools to continuously engage with target audiences across multiple online channels
  • Create a Free Account
    • ALL CONTACT INFO
    • Contact Us


      11AM ET Sunday – 8PM ET Friday

  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • News in Focus
    • Browse All News
    • Multimedia Gallery
  • Business & Money
    • Auto & Transportation
    • Business Technology
    • Entertain­ment & Media
    • Financial Services & Investing
    • General Business
  • Science & Tech
    • Consumer Technology
    • Energy & Natural Resources
    • Environ­ment
    • Heavy Industry & Manufacturing
    • Telecomm­unications
  • Lifestyle & Health
    • Consumer Products & Retail
    • Entertain­ment & Media
    • Health
    • Sports
    • Travel
  • Policy & Public Interest
  • People & Culture
    • People & Culture
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR

Seventy Eight Percent of CX Professionals Want to Invest in Proactive Messaging, But Find It Too Expensive
  • USA - English

Independent Study Commissioned by Ada Finds Brands Still Struggling to Provide the Highly Personalized Experiences Today's Customers Expect


News provided by

Ada

May 04, 2021, 08:00 ET

Share this article

Share toX

Share this article

Share toX

TORONTO, May 4, 2021 /PRNewswire-PRWeb/ -- Ada, the leader in Automated Customer Experience (ACX), today announced findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2021 which found that while 91% of consumers are loyal to brands that provide personalized experiences across the customer journey, nearly half (48%) of brands report that keeping experiences consistent and personalized across platforms, channels and devices is a challenge. More than half (52%) of respondents report difficulty keeping up with the constant and rapid change of customer needs, and a staggering 89% said that their organization could be customer-centric if data were consolidated into one centralized view of the customer across the entire customer journey.

The study explores the ways more proactive customer engagement can be beneficial to organizations. Key findings include:

  • Empathetic connection is critical to good CX. More than 90% of study respondents report that customers are more loyal to — and will spend more money with — brands that provide good experiences, and 92% of customers want convenient and highly personalized experiences when they interact with brands.
  • Digital experiences are the most effective way to engage with customers, and technology investments reflect this. Nearly every survey respondent (96%) aims to increase the conversations they're having with customers, and another 49% will increase investment in proactive CX in the coming year. Eighty nine percent believe that their organization could be customer-centric if its data were consolidated into one centralized view of the customer, but struggle with siloed data ecosystems that make analyzing data and delivering insights difficult.
  • The benefits of proactive customer engagement include growth and efficiencies.

More than half (57%) of decision-makers report an improved ability to meet customer expectations after having more conversations with customers, therefore improving retention and increasing sales. Nearly half (49%) of respondents cited increased employee efficiency as the top benefit to proactive engagement, and 44% cited improving customer retention and reducing churn as a top benefit.

  • CX teams want a cost-effective and scalable way to engage customers. While more than three-quarters of respondents (78%) want to invest in proactive messaging, they find it too expensive to do so.
  • Virtual assistants are helping bridge the gap by providing a smart, scalable way to engage customers. Sixty-seven percent of respondents report that their organization has already implemented this technology, and 81% find them effective at creating more proactive experiences. Virtual assistants are the top technology respondents plan to implement in the coming year.

"The Forrester Consulting study reveals that customers and the brands they buy from are looking for more conversations, deeper connections and closer engagement, but many are still struggling with organizational and technological silos," says Mike Murchison, CEO and cofounder of Ada. "As a digital-first company, Ada is the new front line of customer experience, empowering businesses to provide personalized interactions at scale, with an automation layer to underpin the entire customer journey. Our approach to CX has always been to break down those silos and put the customer first."

About Ada CX

Ada breaks old operating models and provides digital first brands with a platform to proactively engage and interact more with customers. With the recent announcement of Ada Engage, Ada is the solution that spans the full customer journey from pre-sales to support. Ada Engage and Ada Support are powered by world-class automation and conversational AI that enables businesses to use one platform to offer personalized interactions at scale, and generate additional revenue from existing customers by promoting loyalty, activation and upsell activities.

Study Methodology

Forrester Consulting conducted a custom online survey with 100 customer experience decision-makers in the US and Canada in March 2021. Surveyed respondents were from organizations with a minimum of 100 digital customer service agents fielding at least 10,000 inquiries per month. Download the complete Forrester study here.

About Ada
Ada is the market leader in Automated Customer Experience (ACX). As the only chatbot platform purpose-built to support an automation-first customer experience strategy, Ada's AI-powered platform is designed to deliver the scale and impact that transforms customer support from a cost center to profit center. Headquartered in Toronto, Ada enables hundreds of customers around the world to meet the needs of today's customers with thoughtful personalized interactions proven to enhance long-term value and boost the bottom line. Learn more at ada.cx.

Media Contact

Kevin Whalen, Guyer Group, +1 (978) 852-8432, [email protected]

SOURCE Ada

Related Links

http://www.ada.cx

Modal title

Contact PRWeb

  • 11AM ET Sunday – 8PM ET Friday
  • Contact Us

About PRWeb

  • About PRWeb
  • Partners
  • Partnership Programs
  • Editorial Guidelines
  • Resources

Why PRWeb

  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing

Accounts

  • Create a Free Account
  • Log in
  • Contact Us

Do not sell or share my personal information:

  • Submit via [email protected] 
  • Call Privacy toll-free: 877-297-8921

Contact Cision

Products

About

My Services
  • All News Releases
  • Online Member Center
  • ProfNet
Cision Distribution Helpline
888-776-0942
  • Legal
  • Site Map
  • RSS
  • Cookie Settings
Copyright © 2025 Cision US Inc.