In today’s attention economy, the consumer has plenty of choices. The onus lies on organizations to capture the limited attention of consumers and devise compelling customer experiences that build long-lasting relationships.

When Capgemini asked (US) consumers why they prefer voice assistants over websites and apps, the top 3 drivers were:

1. It is more convenient
2. It allows me to multi-task and do things hands-free
3. It helps me automate my routine shopping tasks

Convenience is not limited to just shopping or routine activities. It is also about delegation.

Key takeaways

• The ability to connect on a human level is what drives long-term customer engagement and, ultimately, loyalty
• Consumers are not interested in the technology or platform that brands deploy, rather the experiences they deliver.