Stat Library

65% of customers expect companies to adapt to their changing needs and preferences.

74% of customers expect to be able to do anything online that they can do in-person or by phone.

61% of Gen Z prefers to engage digitally, compared to 38% of baby boomers.

53% of customers expect companies to anticipate their needs, but only 33% say most companies address service issues proactively.

47% of customers are willing to pay extra for better customer service, including:

• 35% of baby boomers
• 46% of Gen X
• 59% of millennials
• 48% of Gen Z

74% of customers are concerned about unethical use of artificial intelligence.

63% of customers are concerned about bias in AI.

77% of customers expect to interact with someone immediately when they contact a company.

80% of customers say customer experiences should be better considering all the data companies collect.

61% of customers say most companies treat them as a number.

68% of business buyers say there are more stakeholders involved in purchase decisions than there used to be.

63% of business buyers say most customer experiences fall short of what they know is possible.