market research

59% of top retailers say online shoppers only log into their accounts a quarter of the time
41% of consumers react negatively to AI used in digital experiences
59% of contact centers lack a responsible AI policy
customer uses emotional language in online reviews
‘Fees,’ ‘beware’ and ‘lied’ are the most frequent terms used in negative reviews
Nearly 90% of customer staff report increased abuse
86% of retailers face challenges staffing customer-facing roles
70% of consumers prefer voice over typing and texting when using automated assistants
B2B buyer CX
48% of B2B buyers cite lack of transparency into fulfillment processes as a dealbreaker
43% of digital experience pros don’t know customer preferences
70% of contact center managers believe AI will mean more agents