Based on a global survey of over 1,000 consumers, this report analyzes how expectations for customer service are evolving in 2025. It highlights the continued importance of voice, growing demand for digital self-service, and increasing acceptance of AI when balanced with human support. The report reveals the high cost of poor CX, including brand abandonment after a single bad experience. Key insights cover personalization, channel preferences, AI trust, and the role of empathy. The findings provide data-backed guidance for CX leaders looking to align technology, speed, and human connection.

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