NEW FIVE9 STUDY FINDS 75% OF CONSUMERS PREFER TALKING TO A HUMAN FOR CUSTOMER SERVICE

Summary from the TLDR Marketing newsletter

Empathy and human touch are still essential in CX despite AI's presence. While AI can streamline routine tasks, over half of consumers report frustration with chatbots, particularly among older generations. With increased holiday demand, brands must manage AI and human interactions effectively to maintain loyalty, as 40% of consumers link positive CX with brand commitment.