Last year’s Consumer Voice Report revealed that the brand loyalty crisis was tightening its grip on Europe, the Middle East, and Africa (EMEA). Consumers were increasingly dissatisfied with run-of-the-mill customer experiences—voicing a need for more efficient services powered by real-time support.
New trends in customer experience (CX) offer hope: Gartner® predicts that “by 2028, 33% of business software applications will include agentic AI.” The technology will introduce sophisticated AI assistants to the workforce which make context-based decisions and perform tasks independently – helping automate customer experiences and deliver more effective and precise engagement.
Yet, as businesses of all sectors and sizes upgrade their customer service offerings, the path to the top becomes steeper and more crowded. Today’s consumers are accustomed to digital-first, AI-enabled experiences— making it harder for businesses offering digital CX to stand out from the pack. Essentially, the benchmark for customer experience is higher than ever.
