Trends In Customer Expectations For Digital Experiences

Is the era of the Google search results page fading for discovery? The data suggests a rapid shift is underway. We're seeing a seismic shift in how information is discovered - moving rapidly from keyword searches yielding lists of links towards a conversational AI delivering direct answers (ChatGPT, Perplexity, Google Gemini, etc.). This isn't a slow evolution; it's happening fast. Consider this: Adobe Analytics recently reported a 1200% YoY increase in traffic from gen AI sources to US retail websites. While this is retail data, view it as a leading indicator. This behavioral change - seeing answers, not just links - will ripple across all customer journeys, B2C and B2B alike. I've heard from multiple B2B startups that they are getting more inbound from ChatGPT than Google Search. What does this mean for the customer journey? * Discovery & Search: Buyers won't just browse websites. They'll increasingly ask AI models for comparisons, summaries, and recommendations. * From Answer to Action: This isn't just about information retrieval. With AI agents like OpenAI's Operator, Google's Project Mariner, and Amazon's "Buy with Me", we're seeing the potential for AI to move directly from discovery to research to purchase. The Implications: * For Marketers: The traditional customer journey playbook needs a significant update. How do you ensure your solution is surfaced, understood, and trusted by the AI? Getting discovered in an answer-first world requires new strategies, likely involving structured data on both 1st party and 3rd party sites taking advantage of protocols like the emerging Model Context Protocol (MCP) to effectively communicate to the models. * For Founders: There's an opportunity to build the next generation digital experience platform. We need solutions purpose-built for this new reality across Customer Experience technology categories - consider that in a post AI world the next customer may by AI, which means leveraging conversational interfaces, agent capabilities, and protocols like MCP. It isn't just about new features; it's about rethinking the entire go-to-market motion in an AI-world.

For the last 20 years, we’ve built VoC programs around the same formula: send surveys, wait for responses, analyze, react. It’s clean. It’s measurable. I also think it’s wildly out of step with how customers live and interact every day. Over the next several years, I think VoC shifts from interruption-based to observation-based. Passive signal capture from wearables, devices, connected products, in-app behavior. We’ll have a more honest picture of the customer experience than any survey ever gives us. This data will help us predict what’s about to happen and give every brand the chance to act before the customer ever raises a hand. Leading brands will blend passive signals with targeted, active listening. They’ll also give instant value back to the customer for every piece of data they share, whether it’s volunteered or detected. Everyone else? They’ll still be chasing CSAT responses while fewer and fewer customers fill out surveys. On Monday, here’s where to start if I were you: Compare where you think you’re getting feedback to where customers actually express themselves. Document the gaps. Test one new signal source line app behavior, device data, or voice tone in calls, and see how it changes your insight. Identify how you can route every signal into a system that can respond instantly, not just analyze later. Make every piece of feedback, whether active or passive, trigger something tangible for the customer. Build comfort with behavioral data, machine learning outputs, and multi-signal analysis on your team. VoC is about to stop asking questions and start delivering answers. The only question left is: will your program be ready when the shift happens? #customerexperience #voc #surveys

After talking with over 50 users of our competitors, we noticed a common theme: their products are too static. Today's users are seeking experiences that adapt to their behaviors, providing tailored, dynamic interactions, particularly as AI technology advances. Everyone expects immediate value - they desire proactive solutions that anticipate their needs before they even ask. For instance, with Nevemind : - Who should I reach out to this week to close my sales quota? - Which important emails have I overlooked? - What key insights am I missing about my network today? Additionally, there's a growing preference for more defined, streamlined experiences over broad, vague ones. Users appreciate being guided consistently from the moment they onboard. This shift is evident in many apps like Delta (portfolio analytics), BeReal., Snap Inc., Duolingo, and Wordle, which not only meet these preferences but also guide users through their interactions. The trend towards personalized, anticipatory technology is apparent and seems set to continue shaping user expectations and product development. #AI #UserExperience #

want to know the dirty little secret about trend forecasting? while everyone's obsessing over what's "next," the real innovators are already capitalizing on what's here. i've spent weeks analyzing reports from YouTube, Meta, Spotify, and others. here's what's actually changing (and what's just recycled thinking): 3 massive shifts happening RIGHT NOW: 1. emotional depth revolution ↳ gen Z isn't asking for personalization, they're demanding real connection ↳ example: patagonia turning product repairs into community narratives 2. AI moving from behind the scenes to center stage ↳ we're shifting from AI-powered to AI-partnered ↳ brands winning: look at snapchat's AI characters giving style advice 3. hybridized experiences taking over ↳ physical spaces becoming content studios ↳ digital/physical divide? it's already disappearing bottom line: 2025's "trends" are unfolding in today's consumer behavior. the most successful brands aren't waiting for tomorrow - they're acting on the patterns hiding in plain sight. question is: what signal are you seeing today that you can act on while others are still planning for tomorrow? #FutureOfBusiness #Innovation #DigitalTransformation #MarketingStrategy #Leadership

Lately, I’ve caught myself doing something I never used to do: Instead of starting my searches on Google, I go straight to ChatGPT. Whether I’m planning a trip, researching a purchase, or figuring out what to make for dinner--AI is now my first stop. And I’m not alone. The 2025 G2 Buyer Behavior Report backs this up, and it’s packed with insights that should have every customer marketer paying attention. Here are 3 trends that hit especially close to home: 🔍 𝟭. 𝗥𝗲𝘃𝗶𝗲𝘄𝘀 𝗮𝗿𝗲 𝘁𝗵𝗲 𝗻𝗲𝘄 𝗳𝗿𝗼𝗻𝘁 𝗱𝗼𝗼𝗿 79% of buyers say AI tools have changed how they research--and G2 reviews show up in more AI-generated answers than Reddit, analyst firms, or vendor websites. That means your customer voice is your SEO. Fresh reviews and strong review volume are key to getting found. 🧠 𝟮. 𝗥𝗲𝘃𝗶𝗲𝘄𝘀 𝗮𝗿𝗲 𝘀𝗵𝗮𝗽𝗶𝗻𝗴 𝘀𝗵𝗼𝗿𝘁𝗹𝗶𝘀𝘁𝘀 𝗺𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝘀𝗮𝗹𝗲𝘀𝗽𝗲𝗼𝗽𝗹𝗲 Buyers are leaning on GenAI tools and G2 reviews--these are now twice as influential as sales reps when shortlists are built. If you’re not showing up in LLMs, you’re not showing up. 🙋♀️ 𝟯. 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀 𝗮𝗿𝗲 𝗰𝗮𝗹𝗹𝗶𝗻𝗴 𝘁𝗵𝗲 𝘀𝗵𝗼𝘁𝘀 With smaller buying committees, department leads and power users have more influence. Customer marketers need to make it easy for them to advocate--with stories, stats, and assets they can share. 𝗕𝗼𝘁𝘁𝗼𝗺 𝗹𝗶𝗻𝗲: In an AI-first world, customer voice isn’t just a nice-to-have. It’s your visibility. Your influence. Your edge. Let’s keep making it easier for our customers to champion us. 💪