With high expectations, mixed experiences, and AI hype, consumer behaviour is in flux and understanding the nuances of opinion will be crucial for any contact centre.
- 31% still perceive customer service quality as declining.
- 70% have faced failed self-service journeys.
- 27% of consumers express uncertainty about AI’s role in improving service.
But it’s not all bad news. Gain insights into how positive perceptions have rebounded in hard-pressed sectors and explore the critical balance between AI enhancements and the human touch.
This is just a glimpse. Delve deeper into the data to understand how these shifts will impact your business and discover strategies to stay ahead.
