In 2024, the rise of digital engagement (including chatbots) had the biggest impact on customer expectations by an increasing emphasis on speed/convenience. Almost 84 percent of respondents said it has effected their contact center in such a way. Another significant expectation was on round the clock, every day support. Roughly 83 percent of those involved with contact centers stated customer expectations were now expecting their issues to be solved at any time and and on any day.
Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024
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Customer Contact Week Digital. (August 19, 2024). Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. "Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024." Chart. August 19, 2024. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. (2024). Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. "Impact of Digital Engagement (including Chatbots) on Customer Expectations Worldwide in 2024." Statista, Statista Inc., 19 Aug 2024, https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital, Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 Statista, https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/ (last visited December 21, 2024)
Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 [Graph], Customer Contact Week Digital, August 19, 2024. [Online]. Available: https://www.statista.com/statistics/1496199/impact-of-digital-engagement-on-cx/
