Friction and inconsistency are the norms in today's customer engagement landscape, with only 22% of leaders confirming their business has an end-to-end approach to strategy and technology. The pain trickles down to the frontlines; 73% of businesses say their agents spend too much time on lookups, and more than 81% of consumers feel their typical experience with a brand is "inconsistent."
The introduction of AI is both spotlighting and exacerbating this challenge. A staggering 70% say integration difficulties have thwarted the success of their investments, whether by limiting use cases, stalling the implementation process, or causing bad or inconsistent data to be "automated."
The demands of today's consumers necessitate an urgent solution, and this report will reveal how to finally eliminate enduring sources of friction, unify the end-to-end experience, and cultivate lasting customer relationships.
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