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The State of CX 2024 Consumer Trends
In 2024, consumer trends will determine business strategy and success.
Our comprehensive report includes insights from 1,000+ consumers and 250+ managers in customer-facing companies, presenting consumers’ needs and frustrations in the new digital era.
Download the report for free and discover:
✔ Consumers’ biggest frustrations with customer service
✔ How can businesses increase satisfaction through digital self-service
✔ AI and it’s role in streamlining customer service operations
✔ How businesses can use AI to meet customer expectations
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Key Findings
Businesses believe their
service meets customer expectations, but 49% haven’t reported being satisfied
Dissatisfied customers will take action following a negative experience, as 51% would avoid spending money on the brand
Consumers want AI to assist with customer service, but only 15% of businesses have deployed AI extensively in their service functions