ai

58% of consumers think retailers should use AI to improve the shopping experience
What Sam Altman gets wrong about customer service
45% of shoppers abandon purchases due to poor digital experiences
67% of CX pros admit they’re deploying AI without adequate governance
Genesys CEO emphasizes AI orchestration for CX success
75% of shoppers would trust AI if it gave them cashbacks or bonuses
48% of CX leaders plan to access AI via BPO partners
Amazon Connect VP on combining AI with human care in customer service
51% of customers first seek service via third-party platforms
The theorist behind ‘decoupling’ is ready to help strengthen the customer value chain