Issues affecting customer adoption of digital channels for CX in the U.S. 2021

In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked what factors are affecting customers´ usage of digital channels. One in two respondents answered that the quality of information available to customer is to blame. Another problem highlighted by the respondents is related with customers' attitude and their resistance to non-human channels.

在2021年于美国进行的一项关于企业客户体验（CX）的调查中，受访者被询问影响客户使用数字渠道的因素。半数受访者表示，客户可获取的信息质量是导致这一现象的罪魁祸首。受访者还指出，客户的态度及其对非人类渠道的抵触心理也是一大问题。