finds cx - Robuta Search

https://www.customerexperiencedive.com/news/customer-service-technology-spend-rising-people-replaced/816757/ Companies can’t offset rising customer service tech costs with staff cuts, Gartner finds | CX Dive Automation can’t replace human agents without the risk of operational disruption and a worse customer experience, the firm says. customer service finds cx companies offset rising https://www.customerexperiencedive.com/news/late-delivery-proactive-communication-can-save-the-experience-study-finds/808804/ Late delivery? Proactive communication can save the experience, study finds | CX Dive Brands should own the experience, communicate quickly and offer solutions when the last mile goes wrong, according to Alorica’s Jadah Hawkins. study finds late delivery proactive communication https://www.customerexperiencedive.com/news/customer-service-live-agents-survey-chatbots-ai-five9/731681/ Most consumers prefer live agents for customer service, survey finds | CX Dive Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say. customer service survey finds consumers prefer live https://www.customerexperiencedive.com/news/customer-satisfaction-restaurants-inflation-waitstaff-acsi-/720328/ Restaurant customer satisfaction grows despite rising prices, ACSI finds | CX Dive Consumers want premium experiences to help make the meal feel worth the cost, according to ACSI’s Forrest Morgeson. customer satisfaction grows despite finds cx restaurant rising https://www.customerexperiencedive.com/news/checkout-lines-frustrate-customers-satisfaction-holiday-shopping/735825/ Lines can make customers rethink a shopping trip, survey finds | CX Dive Nearly one-quarter of consumers report feeling frustrated when waiting in line, up from 1 in 10 in 2023, according to a survey by Waitwhile. make customers survey finds lines rethink shopping https://www.customerexperiencedive.com/news/half-consumers-prefer-brands-dont-use-generative-ai-gartner/814957/ Half of consumers prefer brands that don’t use generative AI, Gartner finds | CX Dive Consumers who are ambivalent or distrust the technology may walk away if they feel forced to use AI, one analyst said. generative ai finds cx half consumers prefer https://www.customerexperiencedive.com/news/customer-service-third-party-platforms/754250/ Half of customer service queries start on third-party platforms, survey finds | CX Dive Consumers are turning to search engines, social media and generative AI tools at the start of their journeys, with good success rates, Gartner finds. customer service third party survey finds half queries https://www.customerexperiencedive.com/news/generative-ai-fewer-agents-advanced-skill-sets-forrester/721521/ Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds | CX Dive Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester. generative ai finds cx lead fewer agents https://www.customerexperiencedive.com/news/half-consumers-ai-search-shopping-online-admarket/744429/ Nearly half of US consumers use AI tools when shopping online, study finds | CX Dive Consumers are particularly interested in better personalization, image-based search and AI-powered chatbots, according to an adMarketplace survey. use ai tools nearly half shopping online study finds consumers https://www.customerexperiencedive.com/news/ai-customer-support-teams/811268/ AI is saving customer support teams time, survey finds | CX Dive Other benefits include scaling support without growing headcount and reduced cost to serve, according to an Intercom survey. customer support survey finds ai saving teams https://www.customerexperiencedive.com/news/consumers-trust-retailers-data-personalization/751910/ Few consumers trust retailers to use their data responsibly, research finds | CX Dive Consumers are more willing to share data when the requests are personalized and the experience is more rewarding, Press Ganey Forsta found. research finds consumers trust retailers use https://www.customerexperiencedive.com/news/fraud-prevention-boosts-customer-satisfaction-study/717100/ Fraud prevention efforts boost customer satisfaction, study finds | CX Dive Breaches erode trust, but improved cybersecurity measures can improve customer experience while protecting data, according to a survey by PYMNTS Intelligence... fraud prevention boost customer study finds efforts satisfaction https://www.customerexperiencedive.com/news/global-consumers-share-personal-data-better-experiences-jack-morton/728709/ Half of global consumers will share personal data for better experiences, study finds | CX Dive Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major... personal data study finds half global consumers https://www.customerexperiencedive.com/news/happy-customers-pay-more-customer-service/719449/ Happy customers pay more for service, survey finds | CX Dive Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall. happy customers survey finds pay service cx https://www.customerexperiencedive.com/news/fedex-in-store-returns-no-label-convenience/707570/ Consumers seek in-store returns and no-label shipping, FedEx study finds | CX Dive Most consumers think returns have become easier in recent years, according to FedEx. People have also grown accustomed to convenient return options. study finds consumers seek store returns https://www.customerexperiencedive.com/news/cmo-customer-centric-strategies-lack-of-alignment-digital-cx/731224/ More CMOs are making strategies with customers in mind, study finds | CX Dive Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through. study finds cmos making strategies customers https://www.customerexperiencedive.com/news/customer-service-stressful-chatbots-hold-times/734127/ Consumers find customer service as stressful as the initial problem, survey finds | CX Dive Two-thirds of respondents say they hesitate to contact customer service because they expect long hold times, a Zingly.ai and Dynata survey found. customer service survey finds consumers stressful initial https://www.customerexperiencedive.com/news/consumers-want-deals-convenience-from-personalization-survey-finds/736168/ Consumers want deals, convenience from personalization, survey finds | CX Dive Simple acts of recognition, with or without a human touch, can build long-term customer relationships, Boston Consulting Group’s Mark Abraham said. consumers want survey finds deals convenience personalization https://www.customerexperiencedive.com/news/us-customer-experience-quality-all-time-low-forrester/751787/ US customer experience quality hits an all-time low, Forrester finds | CX Dive While the decline is considered mild, experts warn that leaders still need to act now or risk getting left behind. us customer experience quality time low finds cx hits https://www.customerexperiencedive.com/news/leaders-unprepared-third-party-cookie-phaseout-personalization/721403/ Nearly all leaders feel unprepared for third-party cookie phaseout, study finds | CX Dive Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall. third party cookie study finds nearly leaders feel https://www.customerexperiencedive.com/news/chatbots-disruption-e-commerce-experience-survey/708963/ ‘Clunky’ chatbots disrupt e-commerce experiences, survey finds | CX Dive AI-powered chatbots are the top reason consumers abandon an online shopping experience, an Intellias survey found. commerce experiences survey finds chatbots disrupt cx https://www.customerexperiencedive.com/news/ecommerce-media-digital-accessibility-compliance/736480/ E-commerce, media behind in digital accessibility, study finds | CX Dive Banks outperformed e-commerce and media websites, according to a Contentsquare Foundation audit. commerce media digital accessibility study finds behind cx https://www.customerexperiencedive.com/news/ai-customer-support-enhancing-humans/757743/ AI delivers the best customer support when it’s enhancing humans, study finds | CX Dive “AI is most effective when human agents can use it as a ‘sixth sense’ or as an ‘angel on the shoulder,’” Verizon Business’ Daniel Lawson said. best customer support study finds ai delivers enhancing https://www.customerexperiencedive.com/news/card-linked-offers-loyalty-promotions-simplicity/707306/ Customers want to use card-linked benefits to save, research finds | CX Dive Shoppers seek easy-to-understand benefits that offer cost savings from both branded cards and loyalty programs. customers want card linked research finds use benefits https://www.customerexperiencedive.com/news/consumers-ai-purchases-personalization-discovery-data-omnisend/742609/ Most consumers wouldn’t let AI make purchases on their behalf, study finds | CX Dive Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey. let ai study finds consumers make purchases https://www.customerexperiencedive.com/news/shoppers-in-store-experiences-fun-seamless-voice-of-customer/719820/ Shoppers don’t love in-store experiences as much as retailers think, study finds | CX Dive Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found. study finds shoppers love store experiences https://www.nojitter.com/customer-experience/human-contact-matters-in-cx-servicenow-study-finds Human contact matters in CX, ServiceNow study finds Apr 6, 2026 - As AI-powered CX proliferates, organizations should use it to amplify what human agents are good at — developing emotional connections with customers. human matters cx servicenow study https://www.customerexperiencedive.com/news/banks-cx-matters-when-it-comes-to-stock-performance-study-finds/818126/ Banks’ CX matters when it comes to stock performance, study finds | CX Dive National banks identified as CX leaders delivered a cumulative total stock return 2.4 times greater than CX laggards over a nine-year period, Watermark... study finds cx matters comes stock https://www.customerexperiencedive.com/news/customer-survey-conversational-intelligence-study/758565/ Customer surveys alone are insufficient for understanding CX, study finds | CX Dive Conversational intelligence can fill the gaps in insight left by surveys, and merging both strategies can help leaders craft better experiences, experts say. study finds customer surveys alone insufficient https://www.customerexperiencedive.com/news/most-top-cx-teams-have-already-invested-in-ai-survey-finds/718653/ Most top CX teams have already invested in AI, survey finds | CX Dive The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said. cx teams ai survey top already invested