There’s a lot of excitement around next-gen CX trends, like AI and personalization, which promise to elevate the consumer experience. But, have you asked your customers if that’s what they want?
In a new report, we uncover the gap between consumer perceptions and what CX teams plan to deliver.
Get the report and discover:
- Why 54% of CX pros say meeting/exceeding customer expectations is the top challenge
- How only 24% of consumers say companies are exceeding their expectations
- The reason 70% of CX pros believe AI will improve CX and how they’re using it
- Why only 32% of consumers think AI will have a positive impact on their company interactions
The CX gap
New data on the divide between consumer needs and customer experience teams’ priorities
