CX Insights
A right to human customer service?
Due to growing frustration with the shortcomings of AI-led customer service, 61% of professionals support mandated access to live agents. Yet, 43% trust autonomous AI to engage customers without escalation strategies - and AI-enabled service will continue to improve as the AI Agent technology advances and becomes more widely adopted.
As governments like the U.S. push initiatives to address “AI doom loops,” CX teams face the challenge of balancing cost-saving AI solutions with customer satisfaction. Prioritizing a smooth escalation to human agents could meet your customers’ needs and future-proof service against potential regulations.
Gen Z prefers shopping in-person
Who would have thought? Gen Z, the digitally native generation, still prefers shopping in-store. Three-quarters of Gen Z shop weekly and consider it an “experience” compared to just one-third of baby boomers. Across all generations, consumers spend more when they shop in person than online.
It’s a helpful reminder that stereotypes don’t always translate to shopping behavior, and the customer experience in the real world is critical to get right.
Get the customer feedback you need
As a CX leader, you rely on the input from customers to tell you what your brand is doing right and what you need to improve or change.
Getting sufficient customer feedback to feel confident proceeding with new initiatives can be challenging - but it’s totally possible with some intention in your strategy, and well worth it.
Get our guide with all the tactics on how to boost your CSAT responses so you can get those much-needed insights.
AI Insights
DeepSeek unseats ChatGPT
DeepSeek, a new LLM app, is shaking up the AI industry - becoming the top iPhone app on the App Store on Monday. Tech stocks like Nvidia and Broadcom tumbled as investors worried, dragging down the Nasdaq. Meta is scrambling to address it as their newest LLM model was planned for an early 2025 release.
Tech firms and leaders are focused on finding ways to beat ChatGPT on price. It’ll be worth keeping an eye on how titans like Meta respond and if they do so swiftly enough to regain their status - or if it’s anyone’s game.
Big growth ahead for AI in tourism
The global AI in tourism market size is projected to grow from USD $2.95 billion in 2024 to USD $13.38 billion by 2030 at a compound annual growth rate of 28.7%. Why such growth? AI is expected to help with personalized experiences for consumers, as expected. It’ll also ease the decision-making process while booking and handling disruption management and flight forecasting.
These applications can help CX leaders in tourism and hospitality deliver smoother travel experiences and mitigate travel woes. Eventually this level of service will become the standard, but jump on the AI train now while it’s early so you can delight customers.
Golden nuggets
Starbucks Returns to Its Old-School Roots, Bringing Back Condiment Bars, Personalized Cups, Free Refills
American Airlines Faces Intense Scrutiny Over Customer Service and Discrimination Allegations
Customer Experience Transforms into a Revenue Powerhouse, Nextiva Survey Reveals