market research

75% of CX pros admit automation is based on internal, not customer needs
Interest in rewards-based loyalty falls below 40%
50% of consumers have not provided direct feedback to a brand in the last six months
67% of consumers say returnless refunds would make them shop again
Only 35% of AI agents retain customer context across systems
A quarter of consumers say they’re more skeptical of reviews on retail sites
74% of brands using ‘action-taking’ AI see improved resolution rate
61% of brands consider adding experiential rewards to loyalty programs
43% of consumers feel more loyal to the AI shopping tools than retailers
53% of AI projects have exceeded budgets, CX leaders say