Overall customer satisfaction is falling, down 2.2 percent, from 94.6 percent in 2013 to 92.5 percent in 2018. But customer expectations continue to increase. Nearly half of customers have expectations higher than they were a year ago.
San Francisco, CA-based customer service and engagement platform Zendesk has released its customer experience trends report which is based on industry research and global product usage data from 45,000 customers world-wide, 18,000 of them in the US.
Younger generations, Gen Z and millennials, are generally more optimistic about the benefits of AI in customer service. Half or more of these younger customers agree that AI will create more personalized support for them.