Why CX Solutions Are Failing to Deliver on Their Promise of True Automation
CommBox
JANUARY 6, 2025
Hidden Limitations & The Great CX Plateau The customer service industry has reached a critical inflection point. While 90% of businesses believe they’re meeting customer expectations, only 11% of customers report they are very satisfied with their service experiences. There’s also clear agreement on what’s broken: nearly 40% of both businesses and customers report their top frustration is chatbots that can’t actually resolve customer inquiries.
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