67% of US consumers are frustrated when customer service can’t resolve their issues instantly.
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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
How CIOs describe AI implementation at their companies:
- 11%: Fully implemented
- 75%: Experimenting
- 13%: Evaluating
How CIOs view their AI progress compared to competitors:
- 11%: Well ahead of competitors
- 33%: A little ahead of competitors
- 43%: On par with competitors
- 13%: A little behind competitors
- 1%: Well behind competitors
20% of IT budgets are currently allocated to data infrastructure and management, versus 5% allocated to AI
68% of CIOs think business stakeholders have unreasonable expectations for AI timelines
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