Which executives join the Chief Experience Officer Exchange? Our Past Attendee Snapshot offers an inside look at the senior CX and Customer Contact leaders who joined us last year. Discover which job titles benefit the most, what their top priorities are, and more.

The customer experience continues to be critical. When they seek out service, consumers want fast service that addresses their concern. They also want to be able to engage effectively in the channel of their choosing. On top of that, they want organizations to treat them as individuals and handle each interaction with empathy. 

So, what do customers want? How can companies effectively predict customer needs? This report will unpack the latest CX trends, sharing new research about customer trends.

Talk about cultivating a culture of customer centricity continues to prove hollow. The majority of consumers feel that experiences actually regressed over the past year, delivering a harsh truth to businesses of all industries. The real kicker? AI technology, which many have been trumpeting as a saving grace, is exacerbating the situation.

What will it take to reverse this regression? What will it take to harness AI in a more productive, customer-centric way? What will it take to empower agents to deliver personalized, productive, loyalty-building service? What will it take to build a brand for which customers eagerly advocate?

Instead of guessing about the answers, CCW Digital went right to the source – and surveyed actual customers about what they want from chatbots, digital experiences, agent interactions, and in-store shopping trips. The answers are in this market study.

Topics include:

• Sobering stats about the state of customer experiences – and the industries that saw particularly bad performance over the past year
• The biggest customer pain points – and how they have changed from 2023
• Sad truths about chatbots, and why customers fear that AI could lead to more CX regression
• Insight into customers’ most and least trusted channels
• Customers’ true feelings about “tip creep,” in-store shopping, politically charged brands, and more