Impact of Chatbots and AI on the Customer Journey - North America Executive Summary


In 2018, Vanson Bourne and Bold360 surveyed business leaders and consumers across the globe to understand how these groups view Customer Experience (CX), determine where there is still friction in CX, and define how emerging technology like Artificial Intelligence (AI) can help deliver better outcomes.

Preview the findings across the US and Canada:

  • Only half of North American consumers surveyed said their inquiries are solved on the first interaction with a brand
  • Nearly 90% of North American consumers stated the time to resolution is too long
  • Over 70% of North American consumers believe brands should leverage technology (such as AI) to reduce the time it takes to resolve an inquiry

Download the North America Executive Summary for additional key insights into the CX maturity of organizations and consumers in the North America region.

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