market research

48% of CX leaders plan to access AI via BPO partners
51% of customers first seek service via third-party platforms
Kantar CX exec says ExperienceEvaluator offers a fast track to insights
81% of consumers want to pick how they earn/choose rewards
78% of retail execs say they’d be satisfied contacting their own service teams
62% of companies allocate 10% or less of their CX budget to AI
26% of contact center agents have considered quitting because of AI
Customer churn based on one poor experience jumps to 78%
92% of firms plan to grow customer education programs
74% of customers prefer phone support amid ‘high stakes’ moments