Impact of digital engagement (including chatbots) on customer expectations 2024

Published by
Raphael Bohne,
Jun 20, 2025

In 2024, the rise of digital engagement (including chatbots) had the biggest impact on customer expectations by an increasing emphasis on speed/convenience. Almost ** percent of respondents said it has effected their contact center in such a way. Another significant expectation was on round the clock, every day support. Roughly ** percent of those involved with contact centers stated customer expectations were now expecting their issues to be solved at any time and and on any day.

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Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024

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Release date

August 2024

Region

Worldwide

Survey time period

July to August 2024

Supplementary notes

Respondents were responsible for contact center strategy, customer experience, information technology, operation, and marketing.

These demographics covered most major industries and all company size ranges.

Numer of respondents not stated by the source.

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Topics

AI use at contact centersCall center services industry in the U.S.Artificial intelligence (AI) worldwideGenerative artificial intelligence (AI)Generative artificial intelligence (AI) in business
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