PHOENIX, ARIZONA, US, October 8, 2024 — Global customer experience (CX) industry leader Execs In The Know just released the 2024 CX Leaders Trends & Insights: Consumer Edition, an annual report dedicated to the experiences and opinions of consumers.
New results suggest consumers continue to migrate toward Text-Based solutions and away from Voice-Based solutions when interacting with customer care organizations, with 39% of consumers indicating Text-Based solutions as their most frequently used method of interaction over the past year, compared to only 31% for Voice-Based solutions. Furthermore, Self-Help solutions provided the highest resolution rate (70%) in the past three years of data, yet half of consumers (50%) continue to abandon such solutions “Often” or “Always” because such solutions can be difficult or ineffective.
In addition to the above, this 79-page report introduces new results alongside extended datasets critical to the CX industry. As a part of the research, consumers were surveyed in several critical areas including Multichannel Journeys, Self-Help and AI-Powered Solutions, and Channel Preferences. The report also contains a new section devoted to consumer opinions on CX agents, featuring 10 entirely new results.
“Consumers value great customer care experiences as a part of their overall experience with brands,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “But more than that, positive experiences lead to higher levels of loyalty, with 88% of consumers indicating that it is ‘Very Likely’ or ‘Somewhat Likely’ that a positive customer care experience will lead to increased loyalty.”
A few highlights from this latest research include:
- Fifty-three percent of consumers think it’s “Very Important” for customer care and CX to have influence within a company. Furthermore, 39% of consumers think that influence should be “Extreme.”
- Consumers continue to use Text-Based solutions (39%) more frequently than Voice-Based solutions (31%). For the third year in a row, use of Text-Based solutions continue to grow, while use of Voice-Based solutions continues to slide.
- Seventy percent of consumers were able to complete their transaction using self-help, the highest in the past three years of data, yet 50% of consumers say they “Always” or “Often” abandon support because the solution was too difficult or ineffective.
The 2024 CX Leaders Trends & Insights Consumer Edition research was produced in partnership with ACT, a U.S.-based business process outsourcing provider and global leader in customer care.
A digital copy of the new 2024 CX Leaders Trends & Insights Consumer Edition is now available for download and the entire series, including past Consumer and Corporate research, is available on the Execs In The Know website.
About Execs In The Know
Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All “KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more.
