market research

52% of customers say their last ‘effortless experience’ involved a human being
92% of consumers escalate service issues from AI to humans within 10 minutes
48% of shoppers expect order confirmations within one minute
51% customers fear AI-recommended scam purchases
89% of consumers say AI has hurt their experience in some way
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