New reports provide actionable insights into omnichannel retail, AI adoption in healthcare and finance, digital experience trends in media, and hybrid work preferences in tech—preparing businesses for 2025 success

UserTesting, the leading provider of human insights for innovators, today announced the launch of its new quarterly Pulse Reports series, starting with the release of its Q4 2024 reports. These consumer trend reports deliver critical insights for five major industries: Retail, Healthcare, Financial Services, Media & Entertainment, and High Tech. Each report addresses the most pressing challenges and opportunities organizations face today—whether it’s navigating omnichannel strategies, building trust in AI, optimizing digital experiences, or adapting to evolving workforce dynamics.

"At UserTesting, we're committed to helping businesses across sectors navigate fast-paced shifts in customer expectations, and our Pulse Reports are designed to help them stay ahead," said Bobby Meixner, Senior Director, Industry Solutions Marketing & Strategy at UserTesting. “From the rise of omnichannel experiences in retail to increasing consumer trust in AI across industries, these reports provide the insights companies need to proactively enhance their customer experiences and drive growth into 2025.”

Industry Highlights:

• Retail Pulse Report: Navigating the Shift to Omnichannel Strategies
  
  With 90% of shoppers preferring brands available across multiple channels, omnichannel strategies have become essential. Retailers that offer a seamless online and in-store experience see higher customer trust, with 64% of respondents more likely to purchase from brands with physical stores.
• Healthcare Pulse Report: The Evolution of Digital Health
  
  Telehealth adoption remains low, with 72% of patients reporting little to no use despite its convenience. However, trust in healthcare AI is gradually rising, with 61% expressing confidence. The report highlights the need for more intuitive digital tools and better communication on AI’s role in patient care.
• Financial Services Pulse Report: Digital Banking and AI Adoption
  
  Satisfaction with digital banking tools remains high, with 88% of customers expressing contentment. Younger consumers are especially open to AI-driven financial solutions like fraud detection and financial planning, though older generations are slower to adopt these technologies.
• Media & Entertainment Pulse Report: The Personalization Challenge
  
  While AI-powered personalization resonates well with younger viewers (88% satisfaction), older audiences report lower satisfaction levels. The report underscores the importance of addressing generational differences in digital media preferences to capture a broader audience.
• High Tech Pulse Report: Trust in AI and Remote Work Preferences
  
  AI adoption is high among younger tech workers, with 71% expressing trust in AI to improve their work experience. Hybrid work models continue to dominate, with 90% of respondents preferring a balance between remote and in-office work.

Actionable Insights for 2025

Each Pulse Report provides a roadmap for organizations to stay competitive, offering actionable insights on industry-specific trends that will help businesses anticipate challenges and capitalize on new opportunities. Whether it’s embracing omnichannel strategies, optimizing AI, or adjusting to hybrid workforces, the data equips companies to strategically position themselves for 2025 and beyond.

Methodology

All five surveys were conducted between August 21st and September 5th of 2024, drawing on five countries; Australia, France, Germany, the United Kingdom, and the United States, with an equal number of male and female participants totalling 2,004 participants.

For more information and to download the full reports, visit UserTesting Pulse Hub.

About UserTesting

UserTesting is the world’s leading provider of human insights, empowering teams to co-create with customers and drive continuous innovation. By combining technology with real human feedback, UserTesting enables faster, smarter decisions, helping organizations build market-leading products and enhance customer experiences. Trusted by over 3,000 companies, including 75 of the Fortune 100, UserTesting shifts businesses from reactive to proactive in addressing customer needs, further driving growth and transforming customer experiences. Learn more at www.usertesting.com.

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