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| Stat | Action | Source | Month/Year |
|---|---|---|---|
| Cost of living is the top factor impacting consumer priorities. |
|
State of the Connected Customer | 08/2023 |
| 80% of customers say the experience a company provides is as important as its products and services. |
|
State of the Connected Customer | 08/2023 |
| 81% of customers expect faster service as technology advances. |
|
State of the Connected Customer | 08/2023 |
| 73% of customers expect better personalization as technology advances. |
|
State of the Connected Customer | 08/2023 |
| 65% of customers expect companies to adapt to their changing needs and preferences. |
|
State of the Connected Customer | 08/2023 |
| 74% of customers expect to be able to do anything online that they can do in-person or by phone. |
|
State of the Connected Customer | 08/2023 |
| 61% of Gen Z prefers to engage digitally, compared to 38% of baby boomers. |
|
State of the Connected Customer | 08/2023 |
| 53% of customers expect companies to anticipate their needs, but only 33% say most companies address service issues proactively. |
|
State of the Connected Customer | 08/2023 |
47% of customers are willing to pay extra for better customer service, including:
|
|
State of the Connected Customer | 08/2023 |
| 74% of customers are concerned about unethical use of artificial intelligence. |
|
State of the Connected Customer | 08/2023 |
| 63% of customers are concerned about bias in AI. |
|
State of the Connected Customer | 08/2023 |
| 77% of customers expect to interact with someone immediately when they contact a company. |
|
State of the Connected Customer | 08/2023 |