Evolving Customer Experience: From Human to Digital

As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes James Scutt, a principle XM strategist at the Qualtrics XM Institute for a look at what their 2023 Global Consumer Study reveals about consumer channel preferences. 

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/ai-is-it-hype-or-helpful/ 

Read the 2023 Global Consumer Study: https://www.xminstitute.com/research/consumer-channel-preferences-2024/ 

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Learn more about Walker at https://walkerinfo.com/