Key takeaways:
- 52% of consumers report higher expectations for CX than five years ago
- Poor communication (37%), long wait times (36%), and hidden fees (28%) drive negative CX
- 43% agree they would use AI tools for faster service (Gen Z 50%, Boomers 27%)
- 54% prefer human interaction for healthcare and medical consultations
- Only 32% say their feedback led to clear improvement
- 33% likely to switch after one bad experience
