automation

75% of CX pros admit automation is based on internal, not customer needs
71% of brands cite customer trust as AI adoption barrier
35% of firms foresee transition to fully autonomous customer service
46% of CX integrations are done manually or with custom coding
The Spanish quest to outlaw automated customer service
TCS digital CX
Only 25% of firms are ready to offer ‘end-to-end’ digital CX
NTT 2020 Customer Experience Benchmark Report
NTT CX benchmark report’s authors say the time for iterative change is over