Omdia：2024用AI提升客户体验的实用行动指南报告（英文版）

Smart customer experience (CX) investments can help contact centers cut costs, increase productivity, and improve customer satisfaction and retention efforts. However, these investments don’t always go as planned. And when things go wrong, not only will customers rail against the offending company, but they’ll also take their business elsewhere, according to a 2023 Omdia survey, commissioned by NICE. Of the consumers in the survey who suffered a bad customer experience, 49% told their friends