CCW Digital：2024年客户体验趋势、挑战与机遇研究报告（英文版）

Talk about competing on the customer experience and cultivating a culture of customer centricity continues to prove hollow. The majority of consumers feel that experiences actually regressed over the past year, delivering a harsh truth to businesses who hoped their customer contact strategies and investments had finally begun to pay off. The real kicker? Artificial intelligence (AI) technology, which investors, business leaders, and contact center thinkers have been trumpeting as a saving gra