market research

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
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