Customers are crying out for better service experiences – and new research demonstrates that not only are they willing to share more personal data to support improvements, but they will also pay more.
Facial recognition technology that identifies a shopper as a loyal customer and relays their preferences to the in-store salesperson ranked as one of the top “creepy” technologies among consumers in the third annual “Creepy or Cool” report from RichRelevance. The study surveyed more than 3,500 global consumers in the United States, United Kingdom, France and Germany about such customer experience innovations as artificial intelligence and in-store robots. (All stats in article are for U.S. consumers.)
Research Live reports while UK consumers are mostly accepting of technological advances, 55% find artificial intelligence (AI) ‘creepy’, according to research from RichRelevance.
Retail Systems reports the majority of UK consumers (80 per cent) are happy to share more data with retailers in order to improve their shopping experience.
As far back as 2015, more than half of consumers said it was important that retailers recognize them as the same person across all channels and devices that they use to shop. There has always been a theoretical line, however, that consumers do not want retailers to cross when it comes to what degree their data is used to create unique experiences for them.
Internet Retailing reports UK consumers are open minded about retailers incorporating more technology into the shopping experience and are even willing to give access to more personal data if it will improve the shopping experience.
Survey also reveals a generation gap among US consumers around robots, virtual reality and chatbots; exception includes facial recognition (universally creepy)
80% of UK consumers are happy to share more data in order to improve customer experiences