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1、Market Study:CX Trends,Challenges,&Opportunities JUNE 2024CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITAL2024 JUNE CCW MARKET STUDY|CX Trends,Challenges,&Opportunities 2CUSTOMER CONTACT WEEKDIGITAL|Introduct

2、ionTalk about competing on the customer experience and 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 who hoped their customer contact strategies and i

3、nvestments had finally begun to pay off.The real kicker?Artificial intelligence(AI)technology,which investors,business leaders,and contact center thinkers have been trumpeting as a saving grace,is exacerbating the situation.Todays consumers lament facing an abundance of ineffective chatbots and an a

4、bsence of pathways to productive agent support.With the stakes of the experience continuing to rise,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-bu

5、ilding service?What will it take to build a brand for which customers eagerly advocate?To help answer these questions,CCW Digital conducted an extensive survey into the preferences of todays consumers.The resulting insights and recommendations form this exclusive market study on CX Trends,Challenges

6、,and Opportunities.2024 JUNE CCW MARKET STUDY|CX Trends,Challenges,&Opportunities 3CUSTOMER CONTACT WEEKDIGITAL|Table of Contents2 Introduction4 Methodology&Demographics4 About the Author5 Key Findings6 Customer Experiences are Getting Worse8 A Deeper Dive:Why Todays Customer Experiences Are Falling