A survey by TELUS International revealed that 65% of Americans expect at least a part of their customer journey to be automated.
When it comes to making purchases, Americans of all ages consult online reviews before buying a product. At 92%, Baby Boomers are the most influenced by positive reviews, followed by millennials (91%).
Across generations, Americans who criticise a company do so because of a poor customer experience (CX). At 78% and 77% respectively, millennials and Gen Z are influenced by social media ads, while purchasing.
Millennials (71%) are likely to recommend a brand if it uses AI to enhance CX. Most customers, across generations, expect brands to deliver excellent customer service after they make a purchase. 75% of consumers are likely to submit a review, post on social media or other platforms from a positive CX.
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[5 minute read]