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Guide

The CX gap

New data on the divide between consumer needs and customer experience teams’ priorities

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

New data on the divide between consumer needs and customer experience teams’ priorities


Ready to send your own surveys?