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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Customer Contact Week Digital. (August 19, 2024). Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 24, 2026, from /statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. "Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024." Chart. August 19, 2024. ÌÇÐÄÆƽâ°æ. Accessed July 24, 2026. /statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. (2024). Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 24, 2026. /statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital. "Impact of Digital Engagement (including Chatbots) on Customer Expectations Worldwide in 2024." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 19 Aug 2024, /statistics/1496199/impact-of-digital-engagement-on-cx/
Customer Contact Week Digital, Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 ÌÇÐÄÆƽâ°æ, /statistics/1496199/impact-of-digital-engagement-on-cx/ (last visited July 24, 2026)
Impact of digital engagement (including chatbots) on customer expectations worldwide in 2024 [Graph], Customer Contact Week Digital, August 19, 2024. [Online]. Available: /statistics/1496199/impact-of-digital-engagement-on-cx/
