2024 CX & Communications Consumer Insights

Our sixth annual CX & Communications Consumer Insights report takes a close look at how consumers feel about present-day communication experiences across various industries.

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Explore consumer communication preferences, where they feel companies are
underperforming, what they expect from emerging technologies,
like artificial intelligence (AI) – and more.

Consumers are dissatisfied

70% think the companies they do business with need to improve the customer experience – a sentiment that has doubled since 2019.

Gen Z is particularly optimistic about AI

76% reported using generative AI in the last year, with 46% stating that it has improved their overall experience—the highest of any age group.

Data security remains a concern

However, as consumers continue to crave a better customer experience, more than half (54%) are willing to share their personal data if it will result in a better experience.

Personalization matters

90% of consumers think that it is important for companies to honor their preferred communication method, but only 31% think that companies are doing a great job with it.

What we learned can help you enhance communication experiences, prioritize your digital initiatives, and strengthen your customer relationships.

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Our 2024 CX & Communications Consumer Insights report includes necessary considerations for companies that want to improve their CX and communications, including omni-channel solutions that can help you meet customer expectations. Fill out the form to gain access to the latest data based on the feedback of more than 4,000 consumers.

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