CommBox – The State of Customer Experience Consumer Trends, 2024

The report delves into the evolving customer expectations and preferences faced by businesses today, with a specific focus on the digital era and the role of AI in bridging the gap between consumers and businesses. Commissioned by CommBox, the report is based on a comprehensive survey aiming to evaluate the current state of customer service, understand consumer expectations, and identify areas of dissatisfaction. The goal is to provide actionable insights for businesses to improve customer service strategies, leverage technology effectively, and increase customer satisfaction and loyalty. The survey also highlights the unique preferences of Generation Z consumers, who play a significant role in shaping the future of customer service. The survey includes responses from 1,001 UK consumers and 251 managers in customer-facing roles within B2C companies, conducted in accordance with ESOMAR principles.