Customer Experience and Agent Experience Benchmark Reports
Discover game-changing insights from global consumers and contact center agents on how technology is transforming today’s consumer behavior and tomorrow’s agent workplace.
Kore.ai
Customer Experience (CX)
Benchmark Report 2024
Kore.ai
Agent Experience (AX)
Benchmark Report 2024
Key Findings
Discover key trends in customer service and the evolving role of AI Chatbots.
Key Finding #1
Consumer needs are changing.
Fast and accurate service is just as important as talking to a live agent.
Key Finding #2
People are more accepting of AI.
People show an interest towards AI-powered customer service, worldwide.
Key Finding #3
It’s not AI vs. live agent anymore.
Customers are rating both live agent and AI-powered customer service as the same experience.
Key Finding #4
People want AI for customer service.
Consumers show they want more technology to improve how they get help.
Key Finding #5
People are more comfortable with AI.
Features with conversational 24/7 service are important for making people happy.
Key Findings
Discover key trends in agent experience with AI in the workplace.
Key Finding #1
Agents value better tech over pay.
Agents want better tools that help them understand customer needs more than higher pay.
Key Finding #2
Outdated tech frustrates agents.
91% of agents struggle with outdated tech that slows them down and makes their job harder.
Key Finding #3
AI is seen as a benefit for CX + AX.
Automated assistants are seen to be mutually beneficial for both agents and customers.
Key Finding #4
There’s a lack of tech in workplaces.
62% of agents lack the AI resources they need to do their job better.
Key Finding #5
Agents want AI-powered tools.
Majority of agents (72%) express a desire for using AI to help them be more successful.
Key Finding #6
AI coaching boosts job satisfaction.
Agents that are trained on AI tools report higher satisfaction and engagement levels.
Top Takeaways
Key metrics of customer experience as revealed by this year’s CX report.
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Number of consumers interviewed in this year’s benchmark report, worldwide.
0
%
The difference in customer preference for AI customer service (71%) and live agent help (76%).
0
Number of AI-powered use cases we tested across 5 industries.
0
%
Consumers who want 24/7 customer service when it’s convenient to them.
Top Takeaways
Key metrics of agent satisfaction as revealed by this year’s AX report.
0
Number of agents surveyed in this year’s benchmark report, worldwide.
0
%
Agents that experience frustration from outdated workplace technology.
0
%
Agents that experience higher satisfaction from training on AI tools.
0
%
Agents who believe that automated assistants will help both them and customers.
Webinar
Our experts breakdown the reports and what the data means for your business.
New research: Enterprise AI adoption trends and challenges
In this webinar, we talk about the challenges of AI in contact centers and what truly drives great customer service.
You’ll learn:
- Top customer frustrations and agent pain points.
- The secrets to agent satisfaction and AI adoption.
- Industry trends in AI for customer service.
Key Resources
Explore insights and trends on customer and agent experiences.
Report
CX Benchmark Report 2024
Learn from 1200 consumers to discover the evolving expectations and preferences.
Download the CX Benchmark Report
Report
AX Benchmark Report 2024
Gain vital insights from 600 agents on workplace tech from around the world.
Download the AX Benchmark Report
Report
2024 Regional Guide: Australia
Learn what 400 APAC consumers and 200 APAC agents have to say about customer and agent experiences.
Report
2024 Regional Guide: Europe
Discover opportunities for driving a new era of customer service excellence in Europe.
Report
2024 Regional Guide: South East Asia
Learn how to usher in a new era of customer service excellence in South East Asia.
Report
2024 Regional Guide: India
Review a robust snapshot of current trends and shifting priorities in the Indian market.
Blog
Decoding the Dynamics of CX: 2024 and Beyond
Navigate how AI is changing customer service and what this means for you.
Blog
Top 5 Reasons Agents Prefer Tech Over Pay
See why agents around the world seem to value technology more than their salary.
Benchmark Report Archive
Report
CX Benchmark Report 2023
Gain insights from 1000 US consumers on their customer service expectations.
Report
AX Benchmark Report 2023
Hear from 500 US agents on workplace satisfaction and their perception of AI.
Report
EX Benchmark Report 2023
Explore trends in workplace tech and how AI is changing the employee experience.
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