market research

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
61% of brands consider adding experiential rewards to loyalty programs
43% of consumers feel more loyal to the AI shopping tools than retailers
53% of AI projects have exceeded budgets, CX leaders say
92% of consumers expect brands to match the best experience they’ve ever had
61% of consumers have yelled at automation to route them to a human
72% of loyalty program members want prioritized support
6 out of 7 CX functions delivered by humans with AI assistance
70% of customer service teams see value from AI within two months