Customer Experience Optimization 2024-25 – Consumer Views

Published on: January 3, 2025

Authors: Robin Gareiss, CEO and Principal Analyst; Matt Craig, Chief Data Scientist In this study, we ask consumers for their perspectives on how the companies they interact with are doing right, and not. More importantly, we'll see how this has changed over the past year. With all the technology investments, do consumers see customer service as improving or not, and why? Specific topics include:
  • Customer Service
  • AI in Customer Service
  • Interaction Channels
  • Chatbots in Messaging
  • Phone and Calling
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