market research

76% of consumers say online shopping lacks excitement
72% of consumers will abandon brands over poor self-service, but . . .
77% of consumers would recommend brands based on personalized service
88% of consumer product brands want to overhaul engagement strategies
42% of loyal beauty and wellness customers make up 80% of sales
Only 13% of firms have no plans to use AI in CX programs
66% of shoppers say no to AI handling purchases (even if they could get a better deal)
Contact center agents beat out chatbots in first contact resolution
26% of bank customers say CX is more important than products and services
79% of CX pros say their work is seen as a revenue generator