1、Consumer Trends ReportYour CX playbook for the year aheadIN PARTNERSHIP WITH2IntroductionAmid the buzz and excitement of AI,this years Consumer Trends study is a timely reminder to organizations to not lose sight of what matters most to their success creating genuine,human connections with customers

2、.The desire to connect and be understood is innate in every interaction whether its face-to-face with teammates,on the phone with agents in your contact center,or as consumers scroll through your website.Our 4th annual Consumer Trends Report,based on responses from more than 28,000 consumers across

3、26 countries,shows just how valuable those connections really are.But heres the catch understanding how to make those connections is getting harder.People are giving less feedback to the companies they buy from,leaving many organizations blind to customer friction.CX leaders must rise to the challen

4、ge,modernizing legacy listening programs that rely on surveys alone to meet customers where they are.Its these challenges where emerging technologies like AI offer the biggest opportunities.Whether its opening the aperture to new sources of customer data,unlocking intelligence by understanding the d

5、ata more deeply,or providing frontline teams with insights into the customers they serve,the potential for technology to enhance,not replace,human connection is incredible.As you place your bets in 2024 and beyond,I hope this years insights and advice from our team of experts shine a light on the ar

6、eas where you can have the greatest impact.Consumer expectations are at an all time high,and people are placing a premium on customer experiences that prioritize human connection.For organizations that can deliver seamless omnichannel experiences from their websites to their contact centers and ever