Stat Library

85% of Gen Z say they use or would use AI.

74% of consumers say companies treat them like a unique individual rather than a number

71% of consumers are increasingly protective of their personal information

U.S. consumers estimate they are transferred at least once during 87% of their customer service interactions

67% of US consumers are frustrated when customer service can’t resolve their issues instantly.

US consumers walk away from 31% of their customer service interactions without getting what they need.

US consumers’ top customer service frustrations:

• Lack of self-service options
• Too many transfers across people and departments
• Lack of knowledge about product/service

On average, the longest time US consumers claim to have spent trying to resolve a single issue with customer service is nine hours.

54% of US consumers don’t care how they interact with a company as long as their problems are fixed fast.

One-third of US consumers would rather purchase a product in an automated/digital way vs. with a person

84% of CIOs believe AI will be as significant to businesses as the internet

67% of CIOs say they’re taking a more cautious approach to AI compared with other IT initiatives