market research

58% of CX leaders invest based on customer feedback vs. competitor activity
91% expect their online shopping to match or surpass in-store experiences
Negative payment experiences could drive 85% of consumers away
55% of consumers trust AI in place of a human when . . .
81% of consumers prefer chatbots when buying products like . . .
60% of Americans don’t want to hear AI bots say ‘Sorry’
81% of consumers would wait for a live service agent over an AI bot
Live voice interactions forecast to make up 60% of inbound calls in 2026
Nearly 1 in 5 consumers repay loans by calling customer service
75% of customer journeys blend physical and digital shopping