Digital is the Preferred Channel for 61% of Customers
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Businesses Continue to Invest Big in AI for CX
- 52%
of businesses say AI is a key part of their CX strategy.
- 66%
of businesses plan to increase their CX tech spend over the next 12 months.
Bad CX Risks Losing 70% of Customers
When we asked customers to rank the most important aspects of CX, the overwhelming priority is speed.
Slow service is a dealbreaker and the stakes are high – 70% of respondents say they’ll move to a competitor following a terrible customer experience.
- 87% When I reach out to a company they reply quickly
- 74% It’s easy to get an answer to my question
- 64% I can contact a company on my preferred channel
Download the State of Digital Customer Experience 2024
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