market research

Gartner chatbots customer service
Just 8% of customers say they’re using chatbots for customer service
Only 18% of consumers believe CX has gotten better over the past three years
46% of CX integrations are done manually or with custom coding
43% say AI bias has served up the wrong content in customer experiences
61% of business professionals say demand for experience research is increasing
Less than 10% of contact centers have agents collaborating on support
J.D. Power U.S. banking study 2023
47% of bank customers who receive effective advice open new accounts
Only 11% of surveyed contact centers have agents fully in-office
53% of execs say they’ll ‘protect’ CX from cost optimization
Surprise! CSAT is up across hotels, travel agencies and even airlines