2024 Global B2C BENCHMARK RESEARCH
The State of Customer Conversations
Comprehensive research reveals sharp decline in consumer patience for poor experiences. Access exclusive reports for financial services, insurance, and healthcare industries.
Key Revelation
Growing Importance of Communications
to the Overall Customer Experience
of customers feel communications are important to the overall customer experience—up from 81% in 2023.
of survey respondents are likely to switch from a company if their communications expectations are not met —up from 51% in 2023.
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Insurance
Financial Services
Healthcare
Key Revelation
Data Collection Processes Impact
Customer Loyalty, Retention
Key Revelation
Data Security is a Top Factor in
Building Consumer Trust
of customers stated security is an important factor for establishing trust in a company.
of customers stated the most important factor when completing a form is that it’s secure.
Key Revelation
Increasing Preference for Mobile/Web-Friendly Interfaces
Millennials Valued Mobile/Web-Friendly Experiences Most Of All Generations
Key Revelation
Growing Importance of Communications
to the Overall Customer Experience
of consumers feel it’s important to explicitly disclose when GenAI is being used in communications.
believe there should always be a human checking AI-suggested content.
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